Brand Loyalty

Consumer Brand Loyalty is ‘Up for Grabs’ – and what to do about it

Consumers have been forced to change the way they work, shop, eat, travel, and even get healthcare due to COVID-19. They are re-thinking what matters most during their brand interactions – safety, selection, convenience, loyalty program, etc. All of this has inherently caused significant behavior...

Read More

How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t

Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well. Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not...

Read More

How Blockchain is shaping Customer Experience

2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will intentionally avoid discussion on fake news, Bitcoin and other crypto-currencies definitely have our attention. We’ve been fortunate enough to...

Read More