The top seven obstructions that put your CX initiative in peril and what to do about them....
Last month, I, as a Customer Experience specialist, had a rude wake up call from a home renovation project specialist. This past month I began renovating my basement. It’s big, it’s old, it’s trapped in the ‘70s. Long story short, I thought through my past experience I could do it...
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...
[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...
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...
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. ...
How to be a CXO. A CX leader's user manual for making CX successful in any company....
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...
Uncertainty in approach to Customer Experience program management causes the insurmountable obstacles....
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. ...
