What would success look like in a year? Let’s imagine a year from today… Customers are happier than they’ve ever been, and you know that …
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“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
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
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
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 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 weekly webinar series , I hear one thing over and over again. “I get it. Customer
