02 Dec 15 Dimensions of Customer Experience Management
There are many factors to consider in driving any company toward deeper customer obsession. Following are the 15 dimensions we use to manage CX management programs....
There are many factors to consider in driving any company toward deeper customer obsession. Following are the 15 dimensions we use to manage CX management programs....
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...
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...
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?...
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...
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?...