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 […]

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program, according to the 2022 State of CX Report from GetFeedback. The […]

Are you measuring, or just calculating? We’ve all been there. We’ve watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see the numbers. You might even understand what they mean. But they don’t really resonate. The numbers don’t move us to […]

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right?  If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week […]

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. But whatever you call yourselves, running effective […]

But how can you take shortcuts with your customer experience? Do’s & Don’ts…

In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy.

“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important […]

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 to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand. […]