“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” …
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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
What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea
Who should be responsible for customer experience? It’s easy to toss around phrases like “Customer experience is everyone’s job!” But as I’ve said before, saying it’s everyone’s job is actually permission for it to be
Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If you haven’t yet, we recommend a CX Mission Statement and
The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a
Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like:
Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very
What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of
Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires
