This post originally appeared on Experience Academy founder Michel Falcon’s personal blog. Let me begin by explaining that a Customer Advisory Board (CAB) is not a boring focus group. The fact that organizations would stand behind a pane of glass and watch how customers interact frankly gives me the chills. A CAB is an internal […]
Developing Loyalty Through Creating Micro Customer Experiences
By Spencer Toth on April 20, 2015 in Customer Experience
Customer loyalty is an increasingly important consideration for businesses, as the cost of customer acquisition rises. Customer loyalty comes from many things, but loyalty primarily develops from customers interacting with a company that always has their best interests at heart. Many companies wonder how they can develop loyalty in this way, through becoming more customer-centric. […]
Welcome to Experience Academy!
By Michel Falcon on March 27, 2015 in General
For me, Simon Sinek was the first person to popularize the why theory. Why is it that we do what we do? While most companies tireless promote what they do, and how they do it, Simon introduced us to a new way of thinking. Reading Simon’s book, Start with Why, completely changed the way I […]