It’s the story of two cult restaurants – one a radical patio dining concept in San Antonio, TX, and the other a fresh, healthy take on fast food chicken in Miami, FL. 40 years on and the cult following that powered their success as start-ups is now the basis for their national expansion as Fiesta […]
When Joe Pine and James Gilmore first coined the phrase ‘the experience economy’ over 20 years ago, they started a revolution that would see tens of thousands of businesses transform how they operate in order to go beyond goods and services to start selling ‘experiences.’ We caught up with Joe Pine to find out more […]
We get a lot of questions at Qualtrics about survey fatigue — it’s a common story, you’re getting great insights from your customer surveys, you want more, so you send more surveys. All of a sudden your response rates start dropping and the quality of your insights suffer as a result. Welcome to the world […]
Employee personas are becoming increasingly popular as organizations look to their HR teams to drive growth by designing employee experiences that improve engagement, productivity and retention. Find out why employee personas are a vital ingredient in employee experience in our step-by-step guide for building and using personas to improve the experience at your organization What […]
Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. It’s one that has seen her give 2,000 keynotes, coach more than 20,000 execs around the world, and publish four best-selling books. Her mission? “To help people around the world do a […]
Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks. Aside from being the pioneers of experience management, one thing they all have in common is Emily Chang, the SVP of Marketing for Starbucks. She has built a career at the world’s most iconic brands, shaping the experience […]
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If the digital age was the rocket fuel for the Experience Economy, then social media is it’s booster engine. A whole new generation has now entered the market having grown up sharing each and every experience in the moment, whether it’s the meal they just ate, a vacation they have taken, or the latest product […]
In a recent survey by Glassdoor, 60% of people said that benefits and perks were a big factor for them when considering a new job offer. And 80% of employees said they’d choose additional benefits over a pay rise. The obvious follow-up question for any HR team is: what benefits do people want? For example, […]
Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. Not to mention gut feelings, especially when it comes to assessing new leads or choosing which accounts to focus their attention. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema […]