Businesses today are all creating parallel paths for their customers to access their brand using the digital path. It is not easy to maintain both a traditional and a digital path, but it is essential for both to sync. When they do not sync, it could either be that the digital path is missing key elements or the traditional path is holding on to outdated steps that are not needed anymore. Both are equally important to pay attention to....

Businesses often make the mistake of over-reacting when there is a problem. Do you have a plan on what to do when things go wrong?...

Viral to me is when a customer feels “I must share the experience” with the world and actually follows through....

It is more important than ever before to have conversations with customers to find out what they love about you....

It is more important than ever before to have conversations with customers to find out what they love about you....