Service Recovery: How To Turn Upset Customers Into Loyal Ambassadors
Customer Experience
Thoughts and Perspectives
Service Recovery: How To Turn Upset Customers Into Loyal Ambassadors
In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When...
Thoughts and Perspectives
Why Customer Experience Is Your Beacon in Business Downturns
Most retailers experienced slower growth in 2023 compared to 2022. This is the case for luxury brands as well...
Thoughts and Perspectives
Personalized Customer Experiences: Striking A Balance With Privacy
In the ever-evolving world of customer experience, personalization is crucial for businesses aiming to satisfy the modern consumer. The...
Thoughts and Perspectives
Equitable Sales Commission Systems For Successful CX
I had an exceptional retail experience at the Apple Opéra store in Paris a few years ago. At the...
Reports
The World’s Most Iconic Shopping Destinations
Shopping is more than a necessity for luxury consumers. Shopping is a way of life. Carefully selecting and investing...
Thoughts and Perspectives
Harnessing Emirati Guest Experiences
Despite constituting only 11% of the total population, local Emirati guests have strong purchasing power for luxury brands in...
Thoughts and Perspectives
The Attributes of CX Excellence: 3 Essential Soft Skills
Looking for the ‘secret sauce’ that will deliver a stellar customer experience in every interaction? By measuring their CX,...
Thoughts and Perspectives
Data has become a commodity. Interpreting it is the true luxury.
Those who know us well would have heard us often highlight the commoditisation of data and how interpreting and...
Thoughts and Perspectives
How Covid Changed Customer Experience
Christophe Caïs, founder and CEO of CXG, joins Denise Silber, co-host of the Harvard Alumni Entrepreneur Invites series, for...