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 SurveyMonkey,  89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t […]

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 more expectations with fewer resources. We’re asked to spend more time reporting on what’s happened than making things happen. Time […]

“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 experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important […]

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 a Voice of the Customer program (VoC). Why Implement a Voice of the Customer Program? Your VoC program can allow […]

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 end of your fiscal year As you wrap one quarter and prepare for the next Before budgeting season Any time […]

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 concepts and best practices of customer journey mapping to help you: Understand your employee experience better Provide the resources, tools […]

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 to see if the pen is working. Customer experience success relies heavily on understanding our customers. And the low-tech technique […]