“mCX : memorable Customer Experiences” – Delivering consistently good customer experiences are apparently beyond the reach of most businesses today, despite advertising claims to the contrary. To deliver on the service promise takes strategy, systems, skills, and corporate commitment.

* Why “differentiating” based on service is so difficult

* Creating a culture of consistent hospitality

* Journey mapping your customers experience

* Top things customers care about most

* Using the net promoter score to measure results