by PO Dream Team | Apr 15, 2026 | B2C, Customer Loyalty, CX, Insights, NPS
Fill CX Gaps Before Someone Else Does By Marvin Heffernan A small amber warning light appears on your car’s dashboard. It’s not flashing, not alarming – simply glowing. The car is still running OK, your diary is full, things get in the way, and so the light stays on....
by PO Dream Team | Mar 20, 2026 | B2C, Customer Loyalty, CX, Insights, NPS
Tomayto / Tomahto: Are You and Your Customers Really Talking About the Same Things? By Marvin Heffernan Why experience failure is often caused by misaligned priorities Most language differences are harmless. If a US barista asks whether you want “cream” in your...
by PO Dream Team | Jan 26, 2026 | B2C, Customer Loyalty, CX, Insights, NPS, Research
How Good is Good Enough? How Good is Good Enough? – how to know when you are really meeting customer expectations Many organizations strive or claim to “meet customers’ expectations”, yet a significant gap often exists between how companies perceive their...
by PO Dream Team | Oct 29, 2025 | B2C, Customer Loyalty, CX, Insights, NPS, Research
Why ‘Sweating the Right Small Stuff’ Defines Exceptional Customer Experience By Marvin Heffernan The Stoics gave us many enduring lessons , self-discipline, emotional stability, and the ability to focus on what we can control. Yet one of their most famous ideas,...
by PO Dream Team | Sep 19, 2025 | Employee Experience, Employee Loyalty, Insights, Research
How AI Over-reliance Could Lower Employee Engagement By Marvin Heffernan PO, like millions of others, use AI increasingly. Indeed, history repeatedly shows that new tools can liberate us all in positive ways.However, there is a worrying AI trend that is gnawing at the...
