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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
We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from
Listen to this article What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than you realize. Employee journey mapping uses the same
Listen to this article There’s something magical that happens in our brains when we draw. And yet many of us, myself included, don’t see ourselves as talented enough to draw outside of the occasional doodle
Listen to this article Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and
Listen to this article Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s
Listen to this article “I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, I hear one thing over and over again. “I get it. Customer experience is
Listen to this article What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand
Listen to this article Employee Experience is Critical, and Smart Organizations are Taking Notice Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There
