Tag: Hospitality

03/9/2017

Five Reasons Why Personas Work—and Three Tips to Begin Using Them

Five Reasons Why Personas Work—and Three Tips to Begin Using Them Discover credit cards has a series of …

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09/20/2016

The Single Most Important Element to Improve CX

What is the single most important thing I can do to move the needle on our customer experience? It’s …

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12/22/2015

Where to Draw the Right Line in Your Customer Experience

How far behind the scenes of your operation should your customers see? It seems to be a simple question, …

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06/4/2015

Why Future-State Journey Mapping isn’t Optional – and How to Get Started

One of the most popular Customer Experience (CX) tools is customer journey-mapping.

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12/15/2014

Understanding Common Critical Aspects Of A Customer Experience Organization

“Yes, but don’t we need a team for that? What does that team look like?” I was talking to …

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