The gap between brand vision and positioning and customer perception isn’t always obvious at first. But it can be damaging. Over time, it can weaken loyalty, erode trust, and open the door for ...

When you’re forced to give a customer an answer that isn’t their first choice, perception counts for a whole lot. These conversations are where intuition, tone, and empathy can swing the pendulum one ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

In today’s fiercely competitive retail environment, effectively managing price perception is crucial to customer satisfaction. In an era where consumers are more informed and more selective than ever, ...

Did you know that you can gain and lose customers without even meeting them? From the passers-by outside your corner store, to the viewers who visit your website, you can work on gaining the attention ...

There are really two different sides to your business. First, there's what I simply call the “inside reality”; and second, there's the “outside perception.” The inside reality has to do with all the ...