And The Winner Is…..Panera!

And The Winner Is…..Panera!

From a customer perspective I want to be rewarded for my loyalty and I want it frequently… like every time I visit your store or purchase something from you. For that reason I declare Panera as the winner of restaurant loyalty programs.  Why?  Every time visit I get...
Embrace Your Inner Millennial

Embrace Your Inner Millennial

There are countless articles, blog posts, slideshares and books on Millennials telling us how to engage them, manage them, communicate with them, and relate to them. Heck, I’ve even wrote about them a year ago in my “Leveraging Millennials To Improve Customer...
Customer Experience:  Take Action!

Customer Experience: Take Action!

Last week, Customer Experience Professionals all over the world celebrated “Customer Experience Day” or “CX DAY”. This special day of recognition was started by the Customer Experience Professionals Association (CXPA) of which I am a member. As...