Blog & Resources

Brand Culture

Communicating CX: 12 Tips for Talking About Customer Experience

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by ...

Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...

Six Ways to Actively Build a Customer-Centric Culture

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board.  Where does this organizational magic come from? In a word, it all comes back ...
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Customer Experience Planning Questions for a Brighter Future

Listen to this article There are times when it's important to pause, calibrate, and plan for what's next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year ...
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Customer Experience Planning: Ask These Reflection Questions

Listen to this article Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your ...

Customer Experience Lessons from 2020: Experts Chime In

We're headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children's ...

How to Turn Reactive Customer Experience into Proactive CX

Listen to this article Is Your Organization's Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. ...

What Is Customer Experience?

Listen to this article Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer's journey. Some use the term ...
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Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Listen to this article "I Know Customer Experience is Important, But..." When I speak to groups or host our weekly webinar series , I hear one thing over and over again. "I get it. Customer experience is important. BUT... my ...
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3 Employee Experience Touchpoints That Impact Customer Experience

Listen to this article Employee Experience is Critical, and Smart Organizations are Taking Notice Employee experience has been called "the new customer experience" and "the answer to customer experience" in more than one article. There is no doubt the experience ...
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