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Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if
What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet
I want you to sweat the small stuff. To start worrying about details. To consider micromoments.
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
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.
