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Crate & Barrel on experience gaps: why they occur and how to close them

Experience gaps occur when a brand fails to meet expectations at any point along the customer journey. It could be a big brand disaster: “I didn’t expect the shop assistant to kick me in the sh...

By Jared Gardner

How Cathay Pacific focuses on passenger feedback to soar above the competition

Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines t...

By Walter Li

How to use IT help desk surveys to increase satisfaction

We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology...

By Diana Kaemingk

7 ways to improve online reviews

Online reviews hold tremendous power. Case in point: last month, before dining at a restaurant that was recommended to me, I quickly looked up its rating on Google. The first couple of reviews mention...

By Diana Kaemingk

5 easy ways to use customer testimonials in your marketing efforts today

This is a guest post from our friend, Jordan Wahl, of G2 Crowd Let’s face it – building strong brand equity isn’t easy nor can it be done alone. It’s more than the work of one mastermi...

By Qualtrics

Hear how American Express brings the voice of the customer to life

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on c...

By Luis Angel-Lalanne

The 3 Critical Stages of Event Feedback

Whether you’re a full-time events manager, or you were put in charge of your company’s networking luncheon, collecting feedback is a critical part of event planning and executing a successful eve...

By Kortney Osborne

6 Ways Disney World delivers top customer experiences

When it comes to world-class customer experience (CX), Walt Disney World is at the top of the list. Disney delights its customers young and old, from the moment they purchase their tickets to the mome...

By Diana Kaemingk

7 dynamic ways to improve customer experience in banking

Providing an excellent customer experience is important for any company, but it’s crucial in the financial services industry. Customers today have access to hundreds of options when deciding who wil...

By Diana Kaemingk

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