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Retail Industrial Complex

The Retail Industrial Complex: How Did We Get Here and Where Are We Going? Sam Walton opened the first Walmart in Bentonville, Arkansas in 1962. He had a vision of offering high-quality goods at low prices to the people in

Top 5 CX Heartbreakers

To paraphrase Shakespeare, “How do I disappoint thee customers? Let me count the ways.“ With a customer experience being the key to making them happy and earning their continued business, it’s important to keep track on where things aren’t going well.

Why don’t brand curious customers convert and stay with your brand?

Over the years I’ve purchased from a lot of direct to consumer (DTC) brands.  Always rooting for the underdog, they appealed to me on multiple levels.  As a contrarian, the fact that these brands weren’t the default choice, made them

Is Deflection a Curse Word in CX?

Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers..  Some of it comes with the territory given that most interactions are about problems, it’s an easy trap

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