Delighted Customers Podcast – Mark Slatin and Matt Selbie
Recently, on an edition of the ‘Delighted Customers’ podcast, I had the pleasure of chatting with Mark Slatin about the challenges of feedback . Mark is a Customer Experience Advisor and Consultant, a certified Customer Experience professional (CXPA) AND a...
The Pros and Cons of Employee Suggestion Schemes: Innovation or a Buzzword?
Introduction: Innovation or a Buzzword? For CX leaders, marketing managers, and operations directors in brick-and-mortar businesses, employee suggestion schemes represent a tantalizing promise: harness collective wisdom, drive innovation, and boost morale. Whether you...
Beyond the Score: 8 Retrospective Blind Spots of NPS
Beyond the Score: 8 Retrospective Blind Spots of NPS For over two decades, the Net Promoter Score (NPS), originally developed by Bain & Company, has served as the “North Star” for customer experience teams worldwide. It promised a single number to...
Digital Lost & Found System for Venues: A Low-Cost, QR-Based Solution
Digital Lost & Found System for Venues: A Low-Cost, QR-Based Solution Managing lost property is one of the most thankless tasks in venue operations. It is often a chaotic mix of handwritten logbooks, sticky notes, and frantic phone calls. Yet, for the guest who...
