Stephanie Thum, Ph.D., CCXPMay 17, 20214 minCustomer Expectations Are Changing. But These 7 Things Haven’t Changed About Customer Experience.Sometimes it seems like everything has changed in CX. But some things have not changed. Here are 7 examples.
Stephanie Thum, Ph.D., CCXPMar 24, 20213 minNew Research: 4 Ways Marketers Can Use Online Customer Reviews to Unleash Sales OpportunitiesThese customer-written, public gems are about far more than just words on a screen.
Stephanie Thum, Ph.D., CCXPDec 15, 20204 min2021 CX Retail Trends: How to Defy the Dizzying Decline of Brick-and-MortarNews headlines like these are enough to send a shot to the heart of Gen-X mallrats: Microsoft is permanently closing its retail stores...
Stephanie Thum, Ph.D., CCXPNov 29, 20202 minCustomers Suck Sometimes, They Hate Your Brand, and Employees Get Burned Out: New Academic ReadsYou probably had your suspicions about this, right? Turns out you were spot on. Customers do suck sometimes. They can hate your brand....