In 1992, I went to a Grateful Dead show in Las Vegas. It wasn’t just a concert—it was a movement. Strangers shared food, music, and stories. Within minutes, you felt like part of a tribe.

We expect a lot from frontline employees. They’re the face of the brand, the ones who absorb customer frustration, and the first to handle tough moments—often with little training or emotional support.

The Flight That Felt Different I flew from Austin to Denver this week on Southwest. Checked in late, ended up C8 in line—no big deal, I’ve flown them plenty of times.

When you work in customer experience, every interaction is more than personal—it’s a case study.

You finally got the review every dealership hopes for—"Great service, would definitely recommend!" But now what? When a customer takes the time to leave a positive review, your response is more than just a “thank you.” It’s a chance to build loyalty, strengthen your brand, and show future customers ...

Employees that feel valued and have opportunities to learn and grow are proven to treat customers better and continuously improve and grow your business.

Let’s play a quick game of “Would You Rather”: Would you rather spend thousands on a new digital ad campaign... Or get more website traffic for free just by collecting customer reviews? If you picked option two, congratulations—you might just be an SEO genius in the making.

Your customers are the key to success and their opinions are vital to sustaining growth. With social sharing on the rise, customers can now easily share their opinions with the world. Bad experiences can quickly alter your organization’s image and detract new customers before they even walk through ...

If you collect customer feedback, you understand the benefit of how diving into and understanding constructive insights can enhance your dealership’s internal processes. But have you thought about how you can use your customers’ positive feedback to highlight your dealership’s brand promise and ...