Customer Experience

Customer Experience

Profit PlayResilience & Future ReadinessTools & AutomationQuick WinPartnerships & Ecosystem StrategyCustomer Acquisition & RetentionFulfilment & OperationsCategory Strategy & MerchandisingVision & Long-Term GrowthProfitability & P&L ManagementData & Decision-MakingMarketing & Brand BuildingDaily ThoughtStrategy & LeadershipGrowth CheckConversion & UXLeadership & Team CultureCustomer Experience
Daily ThoughtDaily Thought
+1+1
The Power Move After a Mistake.

The Power Move After a Mistake.

Handled right, a blunder can build more loyalty than perfection ever could.

The Daily Margin
The Daily Margin
Daily ThoughtDaily Thought
+1+1
They Came Back. Did You Notice?

They Came Back. Did You Notice?

Most sites treat regulars like strangers. Yours doesn’t have to.

The Daily Margin
The Daily Margin
Daily ThoughtDaily Thought
+1+1
Don’t Wait for the Fire. Build the Smoke Alarm.

Don’t Wait for the Fire. Build the Smoke Alarm.

Great CX teams solve problems before they reach the inbox.

The Daily Margin
The Daily Margin
Daily ThoughtDaily Thought
+1+1
Your First-Time Shopper Is Brutal.

Your First-Time Shopper Is Brutal.

One wrong click, and they ghost you forever.

The Daily Margin
The Daily Margin
Category Strategy & MerchandisingCategory Strategy & Merchandising
+2+2
Different Products. Different Rules.

Different Products. Different Rules.

Tailor your strategies by category and customer behavior.

The Daily Margin
The Daily Margin
Daily ThoughtDaily Thought
+1+1
Make Service a Profit Centre, Not a Cost Centre.

Make Service a Profit Centre, Not a Cost Centre.

Your help desk might be your best sales rep.

The Daily Margin
The Daily Margin
Daily ThoughtDaily Thought
+1+1
What Happens Before the Homepage Still Matters.

What Happens Before the Homepage Still Matters.

Your brand promise begins long before a session starts.

The Daily Margin
The Daily Margin