– Written by Natalie Both for the Center for Services Leadership Memorable experiences can have a lasting impact on our perceptions of the brands and companies with which we associate them. A complimentary pint of Guinness served at the highest point in Dublin, with 360-degree panoramic views of the city, is an unforgettable ending to a …
Smokers know that they can pull into virtually any drugstore in the nation and buy a pack of cigarettes. But in 2014, CVS broke the mold by removing cigarettes and other tobacco products from their shelves. Patagonia is committed to sustainability and environmental responsibility, and it doesn’t always want you to buy a new jacket. …
By Phil Klaus According to our most recent research, CX Management, for better or worse, is firmly allocated in the firm’s marketing function. This association, however, triggers multiple challenges for CX managers, or, to be more precise, CMOs worldwide. The most prevalent challenge is the CEOs’ and boardroom members’ unfavorable perception of both marketing-led strategies …
