Dirk H HornOct 7, 20225 minConvenience is good for businessWhat distinguishes a great service or product these days? The range is wide, the design must appeal, it must meet needs and deliver...
Dirk H HornOct 7, 20223 minHow 'clicking' helps with customer intimacyThe average person meets upwards of 10,000 people in their lifetime. That number highly depends on who we are and what we do. A...
Dirk H HornOct 7, 20223 minThe eyes are the window to the soulDriven by our work and research in customer experience we are confronted with the importance of eye-cntact every day. Imagine a waiter in...
Dirk H HornOct 7, 20223 minThe Positivity Effect - Part 1You hang up the phone with customer service, feeling good. They have solved your problem, and the atmosphere felt constructive. Even if...
Dirk H HornOct 7, 20223 minHow do you bring life to your customer experience?Creating Customer Journeys, Marketing Campaigns and establishing Customer Service standards is not the whole story. Like people,...
Dirk H HornApr 28, 20204 minDo we need to look at Innovation in a different way?Innovation is key: It provides a competitive advantage and it is the differentiating factor between those who thrive and those who fail....