Blog & Resources

Customer Engagement

Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Listen to this article When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant ...

Why a CX Mission Matters — And How to Create One

Listen to this article How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands ...
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Personas, Interviews, Data & More: How to Know Your Customer

Listen to this article Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals are focused on updating and ...
Example of Customer Persona

Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: "You'll love this! We have the Voice of the Customer on screens everywhere!" The first screen I saw, behind the receptionist, rotated between company logos, inspirational ...
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How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids' table and be quiet while the adults chat. ...
Yes to new cx initiatives

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about ...
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How Do You Solve 2020’s Most Common CX Problems? Start Here.

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it's not difficult to understand why. Image credit: Forrester According to Forrester's 2020 Predictions, ...
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Revisiting Our Top 10 Most Popular CX Posts Of 2019

2020 is Almost Here... With the new year -- and the new decade! -- just two weeks away, we're all turning our attention to where CX will go in 2020 and beyond. And while I'm all about looking forward more ...
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The Future of CX: Five Customer Experience Trends for 2020 and Beyond

What Does the Future of CX Look Like? It's crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you're reading this, I'm willing to bet you are,) ...
customer experience in 2020 heading

The Future of Customer Experience — And Where Leaders Can Focus Today

Let's talk about the future of customer experience. I'm often asked about it, and I'll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations ...
Future of CX -- Micro-communities

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