Blog & Resources

Customer Loyalty

Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...

Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Voice of the Customer: An Overview Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing.  No, the secret to success isn't mind-reading. It's a Voice of the Customer ...

CX Q&A: Answers to Your Top Customer Experience Questions

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to ...
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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. ...
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How to Build & Maintain Customer Trust During Covid-19

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we've built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? ...
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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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CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

"We're unique, and so are the CX challenges we face." That's what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors...because of the size ...
Jeannie Walters & Manuel Grencacher at SAP CX Live Munich

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