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Customer Experience Starts With Employee Experience, Before Day One

Customer Experience Starts With Employee Experience, Before Day One

by David Williams | Jul 29, 2026 | Experience

Over the past three years, I have been laid off three times. That experience has placed me on both sides of some of the best and worst hiring processes I have ever encountered. I have gone through recruiting processes that made me feel respected, informed, and...
Why the Same Customer Experience Works for One Person and Fails Another

Why the Same Customer Experience Works for One Person and Fails Another

by David Williams | Jul 22, 2026 | Data, Experience, Personalization

Companies spend a lot of time trying to improve customer experience. They send surveys, track NPS and customer satisfaction, map customer journeys, review complaints, study call-center data, and look for places where customers are abandoning a process. All of that...
What Customers Experience Before They Leave a Bad Review 

What Customers Experience Before They Leave a Bad Review 

by Tiffani Williams | Jul 22, 2026 | Experience

A bad review usually appears to be about one moment, such as a rude employee, a missed appointment, a delayed order, a billing issue, or a phone call that did not go well. However, most customers do not leave a bad review because of one single thing. The review is...
When Companies Become Arrogant With Their Customers, Everyone Loses

When Companies Become Arrogant With Their Customers, Everyone Loses

by David Williams | Jul 14, 2026 | Experience, Feedback, Loyalty, Uncategorized

Companies love to say that they put the customer first. You see it in mission statements, advertisements, executive presentations and employee training. Organizations talk constantly about customer obsession, customer-centricity and listening to the voice of the...
Customer Intelligence: Because “Vibes” Is Not a Strategy

Customer Intelligence: Because “Vibes” Is Not a Strategy

by Tiffani Williams | Jul 3, 2026 | Experience

Most businesses think they know their customers, but do they really? They know when someone complains, leaves a bad review, and when sales slow down. They know when a customer cancels or stops coming back.  But what about everything that happened before that? The...
Why User Journey Friction Can Be a Death Sentence for User Engagement

Why User Journey Friction Can Be a Death Sentence for User Engagement

by David Williams | Jul 3, 2026 | Experience

In product development, teams often assume that poor engagement means the product needs more features. In many cases, the real problem is something far more fundamental. User journey friction. Friction occurs when users encounter moments of confusion, hesitation, or...

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About Signal & Journey

Signal & Journey is an experience intelligence and customer strategy firm helping businesses better understand what their customers are experiencing, where friction exists, and how to turn those insights into action.
From SMB-friendly quick wins to deeper experience intelligence assessments, Signal & Journey helps businesses listen better, respond smarter, and create experiences that build trust, loyalty, and measurable growth.

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