First Republic, a bank that had among the highest customer loyalty ratings -- not just in its industry, but in any industry -- collapsed last month.
The company had legions of delighted customers, and yet still failed. What does that say about the true value of customer experience excellence? Could the CX skeptics have been right all along?
Exploring that thorny question is the focus of this month's lead story.
Founder, Watermark Consulting
Author, From Impressed To Obsessed