How does Netflix hire “fully formed adults”? They have built a culture of trust and courage that attracts stellar candidates. Learn more in this case study.
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February 18, 2022
5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience
Learn what 5 CX Global Gurus including Brian Solis, Joseph Michelli, Chip Bell, and myself see as major steps to building a CX-centric future.
January 20, 2022
First Direct Bank Decided to Always Be Available: A Case Study
First Direct never closes. They are available 24 hours a day, 365 days a year. In this case study, I share a few of the principles that make them the leading UK brand in terms of customer satisfaction.
December 13, 2021
Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do
Pets are an important part of families. That’s why online retailer Chewy.com has built a customer experience that cultivates trust, features empathy, and demonstrates reliability. Its success is clearly demonstrated by its dominance in the pet products industry.
Clarity for how you improve lives, and your leadership behaviors and actions are what will fuse people to you. They will define how you will be remembered…How you earn admiration…and how you grow. In a marketplace that values congruence of heart (what you know is right) and habit (how you act)…the memory of how you help others achieve their goals, and who you are as people becomes the greatest currency of your brand. Let’s find yours.