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Customer Experience: Fine Architecture or House of Horrors?
Losing site of the big picture can happen to even the best of businesses. When short-term business challenges inevitably arise, decisions can be made in haste to address them. Without a master plan, those seemingly innocent decisions can begin to create a burden for the company in the long run. Most importantly, they can ultimately cripple the customer experience.
Hi, How May I Offend You Today?
As an American consumer, chances are that you have been offended in some way by a company this year. It hasn't always been that way. Before the current era of mass-everything, there was a real connection between proprietor and customer: a connection that continues to be the envy of most businesses today.
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