Customer Experience Win: Olympic Donuts at Krispy Kreme
He walked in expecting his request to get rejected, but a passionate employee wouldn't let that happen. Jia Jiang is in a self-prescribed therapy program for rejection. He’s trying to make such...
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Book Review: The Pursuit of Social Business Excellence
What exactly do you do when your competitors are all bigger, more established, and more flush with cash than you? Do you find a new business? That’s tempting, but it’s not what Enterasys did. The...
View ArticleCustomer Experience Fail: The Horsemeat Scandal
Do you know what you ate for lunch yesterday? If there was processed meat involved, then there’s probably no telling… You’ve likely heard about the horsemeat scandal that’s plaguing much of Europe...
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Our Favorite Product Pages on the Web
What makes a really great product page? Lots of things, many of which we’ll dig into in another post. But before we do, we thought we’d share with you a few of our favorite product pages on the web...
View ArticleFour Lessons About Changing Your CX From JC Penney
Ron Johnson was central to the creation and success of Apple’s retail stores. It’s no surprise then that JC Penney would hire him to fix its broken retail strategy in 2011. He replaced former CEO, Mike...
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