How does Netflix hire “fully formed adults”? They have built a culture of trust and courage that attracts stellar candidates. Learn more in this case study.
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February 18, 2022
5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience
Learn what 5 CX Global Gurus including Brian Solis, Joseph Michelli, Chip Bell, and myself see as major steps to building a CX-centric future.
January 20, 2022
First Direct Bank Decided to Always Be Available: A Case Study
First Direct never closes. They are available 24 hours a day, 365 days a year. In this case study, I share a few of the principles that make them the leading UK brand in terms of customer satisfaction.
December 13, 2021
Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do
Pets are an important part of families. That’s why online retailer Chewy.com has built a customer experience that cultivates trust, features empathy, and demonstrates reliability. Its success is clearly demonstrated by its dominance in the pet products industry.