This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. In the quest to differentiate, some brands are turning to emotional ...

A shopper who has multiple positive experiences with your people, products, or services is more likely to come back. Plus, there’s a higher chance they’ll gush about your brand online, which can ...

I originally wrote today’s post for MarTech. It appeared on their site on October 3, 2024. Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to ...

Customer Success is all about relationships, and let’s be honest—data and dashboards can only get you so far. We can measure NPS scores, track feature adoption, and analyze churn patterns, but at the ...

The lesson I've learned from social feeds is simple: People are often drawn to people, not brands. In today’s world, where attention seems to last only a moment, a product can really connect with its ...

Just 5% of people remember a single statistic, but 63% will remember a story. So, you might not remember this statistic (from Heath & Heath), but the story I’m going to tell is one that could have a ...