Posts by Diana Kaemingk


7 Examples of good customer service practices

Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about bad customer service […]

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23 market research thought leaders to follow on Twitter

Without data and market research, you wouldn’t be able to provide a great employee, brand, product, or customer experience because you couldn’t understand how to accomplish it. Sure, you could make your best guess, but in today’s competitive landscape, guessing will not cut it. Data is the driving force in your company and you can […]

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How to create better experiences in the hospitality industry

There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista, 1.323 million international tourists traveled in 2016 and the total contribution of travel and tourism to the global economy was $8.27 trillion USD. If this many people are spending money on travel and tourism, hospitality professionals […]

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5 ways to improve your customer service experience

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. In a Deloitte research study, customers who enjoy positive customer services experiences are likely to spend 140% more than customers who report negative NPS scores and remain customers for five years longer. […]

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What is Brand Image and how do you measure it

In 2006, Blake Mycoskie witnessed the hardships children without shoes had in Argentina, and developed Tom’s shoes, a company that gives one pair of shoes to a child in need for every pair sold. You’ve most likely heard about this brand and their mission. Since the company’s conception, they’ve given away 60 million pairs of […]

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25 brand experience (BX) thought leaders to follow on Twitter

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior. BX and marketing leaders have the ability to turn brands into […]

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10 ways to improve your customer experience (CX)

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at […]

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6 companies who provide the best experience on social media (and why)

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. According to a case study by Twitter, when a customer tweets at a brand and receives a response, that customer is willing to spend up to 20% […]

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10 ways to improve employee experience at your company

Companies today can’t get by with just offering basic benefits like PTO and health insurance, they must go above and beyond and provide employees with an exemplary experience in the workplace. The employee experience is the sum of all the interactions your employees have with your company. It involves the culture, benefits, physical work environment, […]

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