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it's all about the peaks and the endings. https://www.youtube.com/watch?v=XnxFrJB-ua8 https://www.youtube.com/embed/XnxFrJB-ua8 https://behuman.ca/blog/nick-talks-about-moments-of-truth 2024-09-15 monthly 0.7 https://img.youtube.com/vi/SRLU7zikx44/maxresdefault.jpg Nick talks about Moments of Truth Every customer interaction is an opportunity to build or break trust. https://www.youtube.com/watch?v=SRLU7zikx44 https://www.youtube.com/embed/SRLU7zikx44 https://behuman.ca/blog/customer-experience-the-immutable-you 2024-08-15 monthly 0.7 https://img.youtube.com/vi/tryTc4yr_YA/maxresdefault.jpg Customer Experience: The immutable you Your brand identity should remain consistent across every customer touchpoint. https://www.youtube.com/watch?v=tryTc4yr_YA https://www.youtube.com/embed/tryTc4yr_YA https://behuman.ca/blog/silos-and-the-customer-experience 2024-08-15 monthly 0.7 https://img.youtube.com/vi/a_Pyi6Y8tKE/maxresdefault.jpg Silos and the Customer Experience How organizational silos can destroy your customer experience without you even knowing it. https://www.youtube.com/watch?v=a_Pyi6Y8tKE https://www.youtube.com/embed/a_Pyi6Y8tKE https://behuman.ca/blog/through-the-eyes-of-the-customer 2024-07-15 monthly 0.7 https://img.youtube.com/vi/VPPOoWoiN3U/maxresdefault.jpg Through the eyes of the customer See your business the way your customers do. https://www.youtube.com/watch?v=VPPOoWoiN3U https://www.youtube.com/embed/VPPOoWoiN3U https://behuman.ca/blog/whats-your-brand-worth 2024-07-15 monthly 0.7 https://img.youtube.com/vi/LqYIq42XbQs/maxresdefault.jpg What's your brand worth Your brand is your most valuable business asset. https://www.youtube.com/watch?v=LqYIq42XbQs https://www.youtube.com/embed/LqYIq42XbQs https://behuman.ca/blog/about-the-peak-end 2024-06-15 monthly 0.7 https://img.youtube.com/vi/5JWuKMwzsmc/maxresdefault.jpg About the peak end A deeper dive into the peak-end rule and how to apply it to your CX strategy. https://www.youtube.com/watch?v=5JWuKMwzsmc https://www.youtube.com/embed/5JWuKMwzsmc https://behuman.ca/blog/do-they-know-what-you-know 2024-05-15 monthly 0.7 https://img.youtube.com/vi/gK6Z0eLQVyo/maxresdefault.jpg Do they know what you know The gap between what you know and what your customers know can be dangerous. https://www.youtube.com/watch?v=gK6Z0eLQVyo https://www.youtube.com/embed/gK6Z0eLQVyo https://behuman.ca/blog/squid-game-for-seniors 2024-04-15 monthly 0.7 https://img.youtube.com/vi/RsOH_TCXL8A/maxresdefault.jpg Squid game for seniors A humorous take on customer experience gone wrong. https://www.youtube.com/watch?v=RsOH_TCXL8A https://www.youtube.com/embed/RsOH_TCXL8A https://behuman.ca/blog/how-not-to-run-a-loyalty-program 2024-03-15 monthly 0.7 https://img.youtube.com/vi/8nXc9iPrKaQ/maxresdefault.jpg How not to run a loyalty program Loyalty programs can backfire if you don't design them with the customer in mind. https://www.youtube.com/watch?v=8nXc9iPrKaQ https://www.youtube.com/embed/8nXc9iPrKaQ https://behuman.ca/blog/please-dont-swear-at-the-employees 2024-02-15 monthly 0.7 https://img.youtube.com/vi/HqWzNQmT_Nk/maxresdefault.jpg Please don't swear at the employees When customer frustration boils over, something in the experience is broken. https://www.youtube.com/watch?v=HqWzNQmT_Nk https://www.youtube.com/embed/HqWzNQmT_Nk https://behuman.ca/blog/i-have-no-idea-what-that-means 2024-01-15 monthly 0.7 https://img.youtube.com/vi/Y6PxdHmZJzY/maxresdefault.jpg I have no idea what that means Industry jargon and corporate speak are barriers between you and your customers. https://www.youtube.com/watch?v=Y6PxdHmZJzY https://www.youtube.com/embed/Y6PxdHmZJzY https://behuman.ca/blog/mission-statement-onboard 2023-12-15 monthly 0.7 https://img.youtube.com/vi/TmL9WxdDqyM/maxresdefault.jpg Mission statement onboard Your mission statement means nothing if your employees can't live it every day. https://www.youtube.com/watch?v=TmL9WxdDqyM https://www.youtube.com/embed/TmL9WxdDqyM https://behuman.ca/blog/whats-your-purpose-again 2023-11-15 monthly 0.7 https://img.youtube.com/vi/dQK9r-c_qT4/maxresdefault.jpg What's your purpose again Purpose-driven branding - when it works and when it doesn't. https://www.youtube.com/watch?v=dQK9r-c_qT4 https://www.youtube.com/embed/dQK9r-c_qT4 https://behuman.ca/blog/consistency-is-king 2023-10-15 monthly 0.7 https://img.youtube.com/vi/FnZg2u4jR2A/maxresdefault.jpg Consistency is king Brands are built on consistency. Without it, you're just making noise. https://www.youtube.com/watch?v=FnZg2u4jR2A https://www.youtube.com/embed/FnZg2u4jR2A https://behuman.ca/blog/the-language-of-values 2023-09-15 monthly 0.7 https://img.youtube.com/vi/L2JwxGKqW_s/maxresdefault.jpg The language of values How you talk about your values says as much as the values themselves. https://www.youtube.com/watch?v=L2JwxGKqW_s https://www.youtube.com/embed/L2JwxGKqW_s https://behuman.ca/blog/why-your-brand-identity-matters 2023-08-15 monthly 0.7 https://img.youtube.com/vi/P8JnRxqVi6g/maxresdefault.jpg Why your brand identity matters Your brand identity is more than a logo. https://www.youtube.com/watch?v=P8JnRxqVi6g https://www.youtube.com/embed/P8JnRxqVi6g https://behuman.ca/blog/you-dont-buy-drill-bits 2023-07-15 monthly 0.7 https://img.youtube.com/vi/mkJseFvfyqM/maxresdefault.jpg You don't buy drill bits People don't buy products, they buy what those products do for them. https://www.youtube.com/watch?v=mkJseFvfyqM https://www.youtube.com/embed/mkJseFvfyqM https://behuman.ca/blog/performance-branding-part-1 2023-06-15 monthly 0.7 https://img.youtube.com/vi/vKgR7PnXf4U/maxresdefault.jpg Performance branding part 1 How to measure the effectiveness of your brand. https://www.youtube.com/watch?v=vKgR7PnXf4U https://www.youtube.com/embed/vKgR7PnXf4U https://behuman.ca/blog/just-because-you-have-a-small 2023-05-15 monthly 0.7 https://img.youtube.com/vi/2sYkRt_FXSY/maxresdefault.jpg Just because you have a small... Small businesses can have big brands. https://www.youtube.com/watch?v=2sYkRt_FXSY https://www.youtube.com/embed/2sYkRt_FXSY https://behuman.ca/blog/why-choose-you 2023-04-15 monthly 0.7 https://img.youtube.com/vi/8yL5M8hkQ9Y/maxresdefault.jpg Why choose you If you can't answer this question in one sentence, you have a problem. https://www.youtube.com/watch?v=8yL5M8hkQ9Y https://www.youtube.com/embed/8yL5M8hkQ9Y https://behuman.ca/blog/trust-me-bro 2023-03-15 monthly 0.7 https://img.youtube.com/vi/4rKm_xsQnYc/maxresdefault.jpg Trust me bro Trust is earned, not claimed. https://www.youtube.com/watch?v=4rKm_xsQnYc https://www.youtube.com/embed/4rKm_xsQnYc https://behuman.ca/blog/wait-what 2023-02-15 monthly 0.7 https://img.youtube.com/vi/9vKqMxYdT5c/maxresdefault.jpg Wait, what When your customer says 'wait, what?' you've got a communication problem. https://www.youtube.com/watch?v=9vKqMxYdT5c https://www.youtube.com/embed/9vKqMxYdT5c https://behuman.ca/blog/more-journey-mapping-magic 2023-01-15 monthly 0.7 https://img.youtube.com/vi/kJnXz9T2qEw/maxresdefault.jpg More journey mapping magic Customer journey mapping is one of the most powerful tools in CX. https://www.youtube.com/watch?v=kJnXz9T2qEw https://www.youtube.com/embed/kJnXz9T2qEw https://behuman.ca/blog/how-to-make-your-brand-bigger 2022-12-15 monthly 0.7 https://img.youtube.com/vi/qL7J8pBmN_E/maxresdefault.jpg How to make your brand bigger Growing your brand isn't about spending more money. https://www.youtube.com/watch?v=qL7J8pBmN_E https://www.youtube.com/embed/qL7J8pBmN_E https://behuman.ca/blog/customer-experience-vs-customer-service 2024-10-15 monthly 0.8 https://img.youtube.com/vi/K-LLEeAfMug/maxresdefault.jpg Customer Experience vs. Customer Service Exploring the critical differences between customer experience and customer service. https://www.youtube.com/watch?v=K-LLEeAfMug https://www.youtube.com/embed/K-LLEeAfMug https://behuman.ca/blog/our-top-10-tips-for-brand-experience-design 2024-01-01 monthly 0.7