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Transparency Builds Confidence

One of the most significant obstacles to customer satisfaction is uncertainty. Customers often obsess over what could go wrong, from whether they’ve chosen the right options to whether the company is telling them everything they need to know before they commit. When customers feel unsure or feel left in the…
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Peloton Interactive: A Case Study

One of the most important assets any company enjoys is its reputation, both in the way it is perceived by consumers and by how it is seen by potential employees. A bad reputation is hard to shake off, as memory for the mistakes seems to last longer than for the…
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Bridging the Gap Between Perception and Reality

We’ve long extolled how the Customer Experience (CX) is your business’s most important product, and that no matter how good your actual goods and services are, a poor CX will doom your business. Most business owners, CEOs, and managers agree, but many have deluded themselves into believing that their businesses…
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Setting Expectations

As Katherine Barchetti has said, “Make a customer, not a sale.” Indeed, one of the common themes of our blog is the importance of making the customer experience your top priority so you can do just that. There is nothing more vital than the lasting impression he or she takes…
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