Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a long time to wait for your turn at the counter. Unfortunately this was a repeat of my experience nine months earlier when I stood in that same line. When I expressed frustration, the staff deflected ...
Continue reading >

Developing a Devotion for Emotion

March 27, 2013
Posted by: Joan Cassidy
“LIKE,” “UNLIKE,” thumbs up, thumbs down, share, digg—emotions matter. As marketers and researchers we may all recognize this on some level, but how many companies ...
Continue reading >