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The Curated Experience

Oct 23, 2017

I got a check in the mail, it was from my cable company, they reimbursed me (without my asking) for all the times my service went out. I was happy they did this until of course I woke up and realized it was a dream. Getting customers to a place where there is emotional trust doesn't happen by accident, there is a way...

Oct 3, 2017

I have said it before, most customer surveys are a waste of time. I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO - didn't ask for anything, just wanted to share my suggestions as a customer. My email got forwarded to someone, who proceeded to offer me a gift card to Best Buy...

Aug 29, 2017

7:11 the problem with NPS is that it is antiquated. 8:00 Lack of imagination. Ingenuity is lagging behind: you already know your customer better than you think. 9:10 do you have a loyalty card? 9:27 I have no fucking idea what it does<--hilarious 9:45 If you pay for loyalty, you consider customers...

Aug 29, 2017

8:17 Customer experience is a product 11:11 nuke the competition 12:05 CSAT, NPS is no longer cutting edge

Aug 29, 2017

Why we are so disconnected in the age of Facebook and why it matters