Language of Leaders (2-3min) The saying ‘change your language and you change your thoughts’ demonstrates the message in this HBR article. We couldn’t agree more! As leaders, if your daily …
Customer-Centric Hack: Humanising Customer Experience Feedback
I don’t know about you, but it seems that I am inundated with requests for customer experience feedback using online NPS and CSat surveys. This week alone I’ve received three …
Customer Experience News 124: PayPal, Facebook Messenger, CSat & Great CX
How PayPal Champions its Customers (3-9min) In this McKinsey interview, PayPal CEO Dan Schulman, explains how putting the needs of customers ahead of certain business priorities has paid dividends, not only for PayPal’s …