First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support.

Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. However, designing and consistently delivering experiences that emotionally resonate with customers is daunting in the best of times, let alone in a pandemic! Sadly, many com...