Get great content and actionable tips in Dan's Newsletter

Be the first to know of new podcasts, articles, and insights on how companies are creating remarkable experiences to stand out from the crowd.

Mergers Acquisitions Customer Experience

What Happens to Customer Experience After A Merger or Acquisition?

Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

Examples of emojis

Using Emojis In Customer Service Improves The Experience

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.

senior female

Why The Healthcare System Is Failing Seniors

America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.

digital image of human skeleton

Digital Enhancements To Healthcare Improve Customer Experience

The healthcare industry in the United States has long been a dichotomy in its embrace of – and resistance to – technology. While some of the world’s finest technology is used to diagnose and treat all manner of illness, patients often have to complete paper forms in the waiting room and many doctors still take notes on paper medical charts.

Why Problem Solving Is Key To Sales And Marketing

Keenan started by asking the audience of several hundred whether they subscribed to the long-held belief that people buy from people they like. While a large majority of hands went up, Keenan says that value is much more important than liking a salesperson. While both are ideal, if you can only have one, choose value.

Contemplating the Future of Customer Service

There’s a lot of talk about the future of customer service these days, with social media driving much of the conversation: Customer service is the “new marketing”. It’s a major driver of a great (or lousy) customer experience. Millennials are