(Enjoy reading my 1,000th blog post!) A brand refresh is not about swapping out logos, updating colors, or chasing design trends. At its core, a refresh must honor the strategic heartbeat of your business: culture, experience, and authenticity. Those truths haven’t changed since I first wrote about this in 2020, but everything around them has. […] The post How to Refresh Your Brand Without Losing Customer Trust appeared first on CX Journey™.| CX Journey™
Price increases are an inevitable part of running any business. The moving industry is no exception to this rule. Rising fuel, labor, and equipment costs–these are all factors that cause the price to increase over time. And with that comes another delicate task, which is informing customers about these changes. You have to do it […] The post Best ways to communicate price increases to moving customers appeared first on Movers Development.| Movers Development
I still see people using the term "customer-centric" incorrectly. What does it truly mean to be customer-centric? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it will impact the customer, how it will make her feel, what problems it will help her to solve, what value it will create and deliver for her (that ultimately creates value for the business). That voice = customer understanding. And customer un...| CX Journey™
Learn how to automate review requests without violating Google guidelines and boost your moving company’s reviews the right way without risk.| Movers Development
People often ask how my thinking and my writing have evolved over time. Fair question - one that reflects the natural progression of my career and my perspective.| CX Journey™