Category: Customer Experience

Hustle uses shortcuts and effort to bend the conventions of society to get more than the hustler’s fair share of attention. Hustle burns trust for awareness. Because it’s a shortcut, hustle might deliver in the short-run, but hustle is notably non-consensual. Few people want to be hustled. Marketing is the work of helping people get […]

Recent reports in publications such as The New York Times have questioned email’s longevity as a communication channel of choice. But what’s the reality? How can we do communication with customers effectively? The argument goes that Generation Z (born between 1997 and 2012) – a generation raised on social media and instant messaging – prefers almost…

The post Are we reaching the email endgame? Communication with customers appeared first on Customer Experience Magazine.

In a recent report, Accenture describes last mile deliveries as being at a crucial moment in terms of sustainability: “The last mile ecosystem is at a tipping point. Go one way, and it can extend these gains. Go the other way, and environmental impacts will worsen.”  Simply put, the pandemic has encouraged retailers and other…

The post Five best practices to improve sustainability in business for last-mile deliveries  appeared first on Customer Experience Magazine.

When you meet expectations, when you make a promise and keep it, when your quality is on spec—we say “of course.” On the other hand, if you relentlessly raise expectations, if you overpromise and add a bit of hype, you’re almost certain to fail to meet our dreams and hopes. At the same time, though, […]

In 1988, as a young teenager, I can recall being alarmed at a special news report regarding climate change. The news report concluded that unchecked land use combined with greenhouse gases and aerosol pollution emitted by human activity would warm our planet to dangerous levels. The implications of which would be hugely detrimental to human,…

The post Are we living the illusion of sustainability? Looking at climate change appeared first on Customer Experience Magazine.

It’s not a word, but perhaps it should be. If a competitor goes after your customers by offering them faster service, all day and all night, you’ve been anytimed. And if your boss, fearing that event, or simply trying to boost output for free, pushes you to be available all hours of the day and […]

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Life’s a tragedy. It always surprises us, and eventually, we all die. But tragedies don’t have to lead to catastrophes. A catastrophe is a shared emergency that overwhelms our interactions and narratives. Lately, they’ve become a business model and a never-ending part of our days. If we live in a world driven by attention, catastrophization […]

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