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SMART Customer Experience Management

“Hard work does not guarantee success, but no success is possible without hard work” - Dr. T.P. Chia. This quote is applicable to school, work, sports, relationships and all sorts of life dimensions. But what needs to be done besides hard work to guarantee success? Opportunity, luck, thinking...

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Emotional Intelligence Customer Experience Design

The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is emotion. Through leveraging this framework emotion can become a differentiating asset. The...

Blog Entry
2016 CXPA MIE Using Customer Emotions

Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies is going to be a shagadelic session. Come and join the fun at the Customer Experience Professionals Association, Member Insight Exchange ( CXPA MIE ). I decided to harness the energy and excitement of the Hump Day...