The VM Matrix for customer experience

The VM Matrix for customer experience

Do you know the VM Matrix for customer experience?The V stands for value and the M for maintenance. These two elements have the biggest impact on CX in my opinion.I ascribe to the definition of Customer Experience shared by my friend and fellow speaker Mike...
3 Ways To Manage Waiting

3 Ways To Manage Waiting

There are only 3 ways to manage waiting in customer experience. We allegedly spend 10 percent of our lives waiting. I know it’s true because I once read on the Internet. #truestory Waiting is inevitable for your customers, especially if you have a successful...