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A Curious Phenomenom

by Peter Gurney Every morning in America, thousands of well-intentioned people go to work and give rotten customer service. Millions more go to work and give service that ranges from mediocre to barely passable. Every evening in America, these same people get off...

The Customer Experience Designer

The Customer Experience Designer exercise enables you to use the Front Stage/ Back Stage and ON Brand/ OFF Brand models to identify the Front Stage Route of your business to create a consistent customer experience that reinforces the value that your business delivers....

The Customer Experience Walk-Through

The Customer Experience Walk-Through is an exercise to support a physical walk through of your business from your customers’ perspective. Identify where you are strong and where you can see simple...