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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 Your Org Chart Creates B2B Customer Nightmares

Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the

Challenging Your Focus on Customers

I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in

Is Your Mission Customer-Focused, or an Empty Promise?

What’s your customer experience mission? I have introduced the idea of customer experience to many people.  I’m excited that it’s finally catching on!  But it seems most business leaders have only a basic understanding of the phrase. When we get right down to

What Will SXSW Mean for Customer Experience in 2015?

It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s

master-customer-experience-leadership

5 Ways To Master your Customer Experience Role

There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience Executive. They’ve realized the importance of investing in the overall experience