Articles & News
Expert articles and news on customer experience and beyond.
Latest content
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 Is Not About VisualsI’ve spent years designing brand identities. And the most important…
2026-06-11
Hexia: A CX Platform Built for Operational RealityThe first time I truly understood the value of Hexia,…
2026-06-03
Employee Experience Is, First and Foremost, a Leadership DecisionWhen we build a company, there are truths we learn…
2026-05-13
Three Channels, Three MomentsA Continuum of Prevention, Intervention, and Public Amplification These three…
2026-05-08
Airport Missions at YUL: Turn Your Stop Into a RewardTraveling soon? Picking someone up at YUL? Good news: Lanla…
2026-05-06
Two Types of Mystery Shoppers, Two Types of DataI’m often asked the same question in organizations that use…
2026-04-20
Why Silent Customers Cost More Than Those Who ComplainAnd how to hear those who don’t speak up, before they are already gone.…
2026-04-15
92% Compliance, NPS 68, Google 3.6 Stars. Which One Should You Believe?Why your customer experience data seems to contradict itself, and…
2026-04-10
Your Surveys Are Not Enough. And it’s not a questionnaire problem.How to Measure What 70 to 90 Per Cent of Your Customers…
