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I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba,
Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS
Written by Stan Phelps Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight
by Jon Drachenberg What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver, many of
Have you ever considered the many, many ways content impacts the customer experience? I have. I’ve dwelled on it. And then I read Ann Handley’s book Everybody Writes and realized she was on to this
What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase,
Understanding what your customers are doing is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand
