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Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important
It’s important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them
Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then it evolved into the toll-free number for issues with package
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But
by Marti Konstant 1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican,
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited
Written by Jon Drachenberg My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across
A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
