Author: redsquared

Many companies contact us for help in setting up customer experience teams.  The circumstances in most cases are eerily similar: senior leaders recognize the importance of experiences for attracting and retaining customers, BUT they haven’t given much thought to the role that the CX leader...

Most companies recognize the importance of the customer experience. However, they forget a critical ingredient: the employee experience. The customer experience and employee experience are two sides of the same coin. It is impossible to deliver an outstanding customer experience with unhappy employees. Don’t believe...

The best experiences start with a deep understanding of what customers want and need.  Buc-ee’s, a Texas-based chain of supersized convenience stores, has transformed the road trip pitstop into a fun-filled, family friendly experience by giving motorists what they crave: spotless bathrooms, abundant snack and...