Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain …
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of
Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have
“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual
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
What Does Customer Research Mean to You? When you hear the term customer research, what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of.
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
You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. Where does this organizational magic come from? In a
Listen to this article There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The
Listen to this article Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to
