Here you’ll find our musings on branding and customer experience topics as well as links to great articles and books written by other thought leaders in the branding and customer experience field.
Customer Service Inspiration
Nick Hall, from Human, talks customer service in a Globe and Mail article.
Brand is all about Experience
Customers define brand through experience and experience is overwhelmingly influenced through interactions.
Is Employee Experience the new Customer Experience?
Really interesting article on designing the employee experience. "Deloitte's "2017 Global Human Capital Trends" report, only 22% of the executives surveyed reported that their companies were excellent at building a unique employee experience."
Nick talks about 'Moments of Truth'
Christine Reymer Receives CCXP Certification
Human Brand Experience Consultants is proud to announce that Christine Reymer is now a recognized CCXP (Certified Customer Experience Professional).
Customer Experience: The Immutable You
If you don't stand for something, you don't stand for anything. Nick Hall from Human Brand Experience Consultants discusses the power of the immutable you.
2018 Customer Experience Trends
Bruce Temkin, a thought leader in the CX industry, has named 2018 the year of Humanity.
B2B Companies Are Falling Behind in Customer Experience
Great article on how B2B companies are falling behind in Customer Experience and what they need to do to catch up.
The Peak-End Rule
Nick Hall from Human Brand Experience Consultants discusses the peak -end rule of Customer Experience Design.
Silo's and the Customer Experience
Nick from Human Brand Experience Consultants talks about avoiding silo's and getting all employees aligned and thinking about the customer experience.