CX & Business Value
- You Must Invest In Customer Experience
- The Connection Between Customer Satisfaction & Stock Price
- Why You Need To Measure Journeys—Not Just Touchpoints
Brand & Culture
- What Does Your Brand Stand For? No, Really.
- Your Brand Is An External Expression Of Your Corporate Culture
Making Promises, Keeping Promises
- The Secret To Customer Happiness: Realistic Expectations
- Big Promises, Small Promises: Can Your Organization Keep Both?
- Broken Promises: United Airlines Edition
- Broken Promises: Courtyard By Marriott Edition
Free Ebook: 2021 CX Outlook
Check out The 2021 Customer Experience Outlook, a collection of articles offering advice and inspiration from CX thought leaders Jeanne Bliss, Annette Franz, Shep Hyken, Ian Golding, Don Peppers, Stan Phelps, Natalie Petouhoff, and myself.
Best wishes to everyone at Align for all of your customer experience efforts!