Lightswitch

Fred Reicheld, creator of the Net Promoter Score, chimes in on employee engagement and satisfaction. Our favorite part of the article: "'Satisfying' employees isn’t even the right goal. The right goal is to put everyone in your company in a position where they can delight customers. And, when they succeed in doing so, make sure they get full recognition and appreciation for their accomplishment."

A great yet simple customer experience enhancement: Offering one-click unsubscribe from emails. Don't make your customers jump through hoops to unsubscribe from your email list. Make it easy, and they'll probably like you more.

Ryanair, an Irish airline, charged a family $380 to print their boarding passes at the airport. And then the CEO called them stupid. Companies that don't value their customers need to change...or just go away.

Vacations are restorative. Companies get more back from employees who are rested and rejuvenated. Their productivity is higher. It's proven!

We're so excited to see that after 10 years of working in customer experience (well before it was cool), the concept is reaching a tipping point!