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 Cathy Fennell | Oct 8, 2025 | B2C, Customer Loyalty, CX, Insights, NPS, Research
Your CX Knowledge Gap might be Killing your Business By Marvin Heffernan and Cathy Fennell Senior leaders often believe they know what customers want, either through hearsay or through various satisfaction surveys and other ‘listening’ methods. However, customers...
by PO Dream Team | Aug 27, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
An Ode to Promising Outcomes By Marvin Heffernan As a freelancer, I’ve had the fortune, and sometimes the misfortune, of working with many different companies and people. Amidst the thorns, Promising Outcomes (PO) has been the one glowing, blossoming rose; filled with...
