Quy tắc Đỉnh-Kết (Peak-End): 3 cách IKEA và Walmart áp dụng tâm lý học để hoàn thiện trải nghiệm
Quy tắc Đỉnh-Kết cho rằng mọi người đánh giá một trải nghiệm dựa trên cảm giác của họ khi nó đạt đến…
February 2021
Understanding human behavior: The softer side of experience management
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’…
25 Of The Most Customer-Centric Companies From 2020
Each year, I compile a list of customer-centric companies. These are the organizations that are leading in customer centricity, innovation, employee experience…
3 Biggest CX Announcements At CES
CES may have looked different this year with its virtual format, but the world’s largest tech trade show is still the go-to…
10 Ways Hulu Is Building A Customer Experience To Rival Netflix
Hulu has slowly been creating one of the best digital content customer experiences out there. The streaming wars are in full swing,…
4 Lessons from the most customer-centric rock genre
#1. Don’t worry about industry review. Have relentless focus on the fans/customers. Praise in trade magazines or getting awards means nothing unless…