CX Perspectives
How to Extend Your Travel Experience Value Proposition
Last December the Ladders published that discusses business travelers who extend travel beyond the timeline of the business trip. The article says, “[a]ccording to a new study by La Quinta by…
Human Experience: Do You Really Know Your Customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that….
The future travel experience we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of…
Employee Experience Strategy and Customer Experience Depend on Strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales…
What is Wayfinding?
I did not always know what wayfinding means. But ever since I left Bulgaria to come to America I have been looking to find my way. The first time I…
Do You Know Where Your Inventory Is?
When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might not have known where a…