❔”Is customer experience and process improvement the same thing?” ❔ This is a very interesting question! For starters, we need to think of it as a “yes, and” scenario. Business plans tend to focus on what’s happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end […]

Sponsored by PayPal If your customers are interacting with your business, they are having an experience. This includes what happens before, after, and during their purchase. The payment experience is part of this… and can make or break the customer’s interaction. The payment experience is often overlooked as a customer touchpoint. Focus on exceeding customer […]

❔”How do we define what customer experience truly is?”❔

❔”How do I evaluate how well we’ve done as far as customer experience goes?”❔

In this week’s episode, Jeannie talks about all things CX Mission Statement

❔ “Is customer experience training a one time process or is it ongoing?” ❔

❔”How do we get leadership or executive sponsorship for CX initiatives that we want to tackle?”❔

Who should be responsible for customer experience? It’s easy to toss around phrases like “Customer experience is everyone’s job!” But as I’ve said before, saying it’s everyone’s job is actually permission for it to be nobody’s job. And yet, it really IS up to everyone in an organization to own and deliver great customer experiences. […]

Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If you haven’t yet, we recommend a CX Mission Statement and CX Success Statement  to help you define success.) This type of success relies on super customer service. Yet we often […]

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a bit melodramatic — but it’s not far off a reality that’s happening at far too many organizations. These fed-up leaders […]