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. ...
March 31st marked the end of our busy first chapter and the start of a new and exciting second chapter....
What if customer experience was a more of a source of light, and less of a source of duty?...
This past year will go down as being the year that laid the groundwork for customer experience in many customer centric companies....
Don’t make Customer Experience an initiative within your company. This is based on the misconception that CX can be an adjunct to your core and buying into this lie can kill your CX...
I’m going to be straight with you. Every relationship takes work...
We believe businesses have drifted away from having more real, authentic connections with people, customers and employees....
