4 Customer Experience Tactics to Ensure You Improve the Right Things

By Joe Wheeler, President CX Workout The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder.  To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: [...]

On the Kindness of Strangers

By Joe Wheeler, President CX Workout 1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has […]