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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
Listen to this article How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the
Listen to this article What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it,
Listen to this article You’ve heard of SMART goals… But what about š SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague,
Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to
Listen to this article Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals
Listen to this article What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey.
Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What
