Differentiation Archives

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...

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?...

09 Oct Client Empathy Training is Broken, Let’s Fix It

Posted at 05:27h in Business, CEO, Client Experience, Culture, CX Program Management, Differentiation, Empathy Training, Leadership, Professional Services Category, Workshops/Training 1 Comment

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Client empathy training ought to be where co-workers learn to make amazing client communication first nature and deepen their connection to everyone else in the organization...

03 Oct A Candid Case for Marketing Managers Leading CX in A/E/C

Posted at 09:30h in AEC, Business, Client Experience, CX Program Management, Differentiation, Marketing, Professional Services Category 0 Comments

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Marketing Managers in architecture, engineering, and construction firms ought to be leading CX (client experience) initiatives. Regardless of unique firm characteristics, the same truths and objectives play themselves out every time; Marketing Managers in AEC are perhaps the most under-utilized talent in AEC firms. ...

10 Jul CX Value Drivers — CX Management’s Gas Pedal

Posted at 12:56h in Business, Client Experience, CX Program Management, Differentiation, Operations, Professional Services Category 0 Comments

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A short-cut to help C-level executives inject more value into their CX management programs through value driver analysis. ...

13 Nov Why Smart Companies See Customer Experience as the Prime Differentiator, and How They Do It

Posted at 14:32h in Business, Differentiation 0 Comments

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Differentiation on the basis of Customer Experience is mission critical. Focusing on customer values as opposed to needs is how intelligent companies are doing it well. ...