Category: Crisis Response

Customer Experience Lessons from a Nespresso Money Mule

One coffee lover gets more than she bargained for while searching for a good deal on Nespresso. Helping customers navigate and recover from rogue experiences is an essential consideration for experience professionals.

Is Your Customer Experience Team Crisis-Ready?

The recent happenings between Zoho & TierraNet have reminded us that not every organization is ready for the unplanned. Zoho is an operating system for small businesses that hosts business-critical applications such as email and customer relationship management (CRM) software. Zoho, trusted by 35 million users, had utilized TierraNet as their domain registrar. In layman’s ...