❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔ One of Jeannie’s core beliefs is that you can’t authentically deliver a great customer experience without aligning that experience with your employee experience. Sometimes, Human Resource teams, departments and leaders are focused on process, procedure and […]

❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔ When discussing customer experience, we often start with tactics (surveys, data collection, etc.) and don’t connect them to the big picture. When customer experience is not connected to the organization as a […]

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. Just typing that sounds like a better world, a world in which we understand our fellow humans better. So the term empathy gets tossed around a lot in customer experience. […]

Let’s get into some real-life examples of customer experience (CX) improvements in action! This week we’re focusing on a couple of constantly evolving industries: air travel and consumer packaged goods (CPG). Even if you are not in these industries, you can use these examples as inspiration to generate your own ideas. Let’s learn from each […]

Our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences. Tune in to Experience Action!

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors, according to Harvard Business Review. So why should customer experience leaders care about customers who are no longer customers?? […]

We’re presenting the top ten ways Customer Experience (CX) makes a better world, which relates directly to our mission To Create Fewer Ruined Days for Customers™.

❔”How do you define value creation from customer experience?”❔

❔”What are the main characteristics that make up a good customer experience?”❔

Customer advisory boards (also known as CABs) can be a powerful tool for unlocking the potential of your relationships with customers. While CABs can be an effective way to engage customers in a meaningful dialogue about your company’s products and services, gain valuable insights into customer needs, and develop strategies for improving customer experience, that […]