So you’re loyal to a brand, you like them or dare I say love them. Are you a repeat customer because they provide great products/services with an exceptional customer experience — or because they bribe you with incentives?

brent flandersJanuary 21, 2019

Brick and mortar, are you really listening?

Consumers passing through — not just paying customers — really matter

brent flandersOctober 9, 2018Tapynesscx, #cexp, #retail, #survey, #data

Tech forward or industry laggard?

While technology is not a panacea for everything, when it comes to measuring the customer experience — IoT CX is the new gold standard.

brent flandersAugust 21, 2018#survey, #data, #rewards, #trust, #cexp, #cx, #retail

Browsing vs. Buying in Retail: why do consumers leave without buying?

brent flandersAugust 5, 2018#rewards, #survey, #retail, #trust, #cx, #data

Simple is hard - design think your experience

“That's been one of my mantras - focus and simplicity. Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it's worth it in the end because once you get there, you can move mountains.”

matthew korteJuly 25, 2018

EMPATHY & CX | ask + listen + understand + execute

brent flandersJuly 19, 2018Tapyness#cx, #cexp, #retail, #data, #rewards, #trust, #survey

Enhancing your brand + building trust with de-identified CX data

The real question is why brands are so infatuated with the notion of identification in an era when consumers do not want to be identified - see the subhead.

brent flandersJuly 5, 2018#cexp, #cx, #data, #trust, #survey

Why are you paying customers for their feedback?

A brand should be building trust with consumers, period. Not paying them to consume their products or services by asking them to pay with their valuable time to take a survey or expose their identity.

brent flandersJuly 2, 2018#retail, #rewards, #trust, #cexp, #cx

Employee Satisfaction - Inside out

They’re often called “the front line,” because they are. There is nothing more important in your business than the team you’ve built. If you’re fortunate, you have assembled a formidable team willing to do whatever it takes to fulfill your mission and make your customers happy.

brent flandersDecember 20, 2017

Capture the moment, understand your customer's experience

Feeling the pulse of your customer requires the ability to acquire a continuous stream of unfiltered feedback. It’s not a one-time or sporadic act, and it shouldn’t require a bribe like a prize or discount on future purchases

brent flandersSeptember 13, 2017

De-identified data?

Ever wonder why your customers do not provide feedback about your business, service oriented or otherwise?

brent flandersOctober 27, 2016

Thoughts & new CX trends

Recent social + blog posts