Business | CX Pilots

29 Sep What is a CX Solution?

Posted at 12:40h in Business, Client Experience, CX Program Management, CX Solutions, Differentiation, Operations 0 Comments

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Let’s cut right to the chase. A CX solution is a remedy to a problem revolving around the experience a customer has had, has currently, or can have with a company. The clearest example is a CX Management Program. A CX Management Program is a solution to a company’s lack...

28 Sep A Real Transcript From Our Old Marketing Agency

Posted at 12:31h in Business, CEO, Client Experience, Culture, CX Program Management, Leadership, Marketing, Measurement 0 Comments

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[10 minutes of COVID-19 related small talk] Steven: “How’s our marketing going? I haven’t heard form you guys in a few weeks. Did our unconventional strategies break you?” Agency: “You’re so funny, no you didn’t break us. Everything is going pretty well over here. We wanted to talk to you today about making...

25 Sep IN B2B CX, LOOK BEYOND MEASURABLE EFFICIENCY

Posted at 10:18h in Business, CEO, Client Experience, Culture, CX Program Management, Leadership, Measurement 0 Comments

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Are you struggling to measure CX? This article may be the perfect piece at the perfect time for you. There are still too many companies conflating efficiency with CX. Efficiency is an objective characteristic. It’s about how well you’ve controlled or prevented operational failures from happening. It’s merely an indicator...

14 Apr Three Common Mindset Mistakes In CX and How to Zen Yourself Out of Them

Posted at 11:17h in Business, CEO, Client Experience, Culture, CX Program Management, Leadership 0 Comments

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People who are doing the hard work of managing their firm’s CX efforts, trying to move services and support and customer satisfaction projects forward, seem to be looking at CX way too narrowly. There is a way to Zen yourself out of this and start changing your mindset. ...

21 Mar 2020 CHIEF CUSTOMER OFFICER’S HANDBOOK: The Power of the ‘RESET’

Posted at 11:48h in Business, CEO, Client Experience, Content, Culture, CX Program Management, Leadership, Marketing, Workshops/Training 0 Comments

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How to be a CXO. A CX leader's user manual for making CX successful in any company....

29 Feb Caution: B2B Journey Mapping Is Different, Proceed Accordingly

Posted at 14:19h in Business, Client Experience, Journey Mapping, Professional Services Category, Tools/Resources 0 Comments

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The scary reality is, many B2B companies (especially professional services firms) unknowingly use the same approach as an online retailer or a car dealership or a mid-market hotel chain....

29 Feb Is Your Firm’s Journey Mapping Outcome-Oriented?

Posted at 06:33h in Business, Client Experience, Journey Mapping, Operations, Tools/Resources 0 Comments

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Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the exercise. We plan your journey mapping with an abundance of forethought...

09 Jan How Much Should Your Firm Be Investing in CX?

Posted at 14:13h in Business, Client Experience, Tools/Resources 0 Comments

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A customer experience investment and funding calculator tool to establish firm CX investment. ...

05 Jan Underperforming CX in AEC Firms Costs Millions—But Not in the Way You Think

Posted at 17:45h in AEC, Business, CEO, Client Experience, Culture, CX Program Management, Operations, Professional Services Category 0 Comments

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An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges...

05 Jan CX and Content Feed Each Other. Here’s the 900% ROI Proof.

Posted at 17:07h in Business, CEO, Client Experience, Content, CX Program Management, Differentiation, Leadership, Marketing, Operations, Professional Services Category 0 Comments

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A thought experiment for CEOs pondering CX. Suppose for a few minutes that you were either: a) open to managing your company’s customer experience; or b) open to improving the way it’s currently being managed. What do you suppose your smartest first step ought to be?...