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Create a Customer-Centric Culture

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Employee Journey Map Template

Understand and Improve Employee Journeys. Achieve better customer experience through better employee experience.

3 Ways You Are Ruining Your Customer’s Day

Your organization might be well-meaning but still ruining your customer’s day. The mission at Experience Investigators is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I

Are You Talking Yourself Out of Innovating?

Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little

Your Process Flows Don’t Know Jack!

A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and

When Does Your Customer Experience Start?

I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The

3 Ways to Expand Customer Experience Consciousness

You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do

5 Reasons your Website Users are SO Frustrated

I’d hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don’t believe one aspect or theory or channel is the “right” way. I believe

3 Ways to Add Magic to your Customer Service Training

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends

10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

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