Articles & News
Expert articles and news on customer experience and beyond.
Latest content
2026-09-21
How to Claim a Google Business Profile Someone Else OwnsIf your Google Business Profile is already claimed by someone…
2026-09-18
Who Should Manage a Franchise’s Google Business ProfileManaging the Google Business Profiles of a company with several…
2026-09-13
Why Your Google Business Profile Matters More Than Your WebsiteFor a multi-location brand, a location’s Google Business Profile is…
2026-08-12
Customer Experience Metrics: Why Do They Plateau?Are your customer experience metrics flat despite improvements on the…
2026-08-04
Google Reviews and AI: What Customers Say About Your BrandGoogle reviews describe what customers experience at your locations. Beyond…
2026-07-29
What AI Integration Reveals About the True State of Your OrganizationAI is not a solution. It is an accelerator. It…
2026-07-15
What Makes a Mystery Shopper Program Truly EffectiveA well-designed mystery shopper program gives you access to something…
2026-07-09
Local SEO for multi-location brands: what really mattersStandardizing the names and URLs of your social media pages…
Restaurant2026-07-01
CX : Why the First Three Minutes Decide Your Restaurant ExperienceYou walk through the door of a restaurant. No one…
Restaurant2026-06-23
Why Clients Stop Coming Back: Inconsistency in the Restaurant ExperienceA client you won over on a Friday night comes…
2026-06-17
Brand Experience: Beyond Visual IdentityBrand experience (BX) develops at every touchpoint, beyond the logo…
2026-06-11
Hexia: A CX Platform Built for Operational RealityThe first time I truly understood the value of Hexia,…
