Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […]
Are you SURE you’re Hiring the Right person? Read More »
What a year! We’ve had an exciting year at Experience Investigators, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past
Our Top 15 Customer Experience Posts of 2015 Read More »
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers
Know What Customers Expect? 5 Onion Headlines that Nail It! Read More »
Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how they are successful, and what makes them tick. That’s essentially how I see the podcast I’ve
Epic Business Quotes from 1 Year of Podcasting Read More »
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up
Get Your Experience Strategy Ready for the 4th Quarter! Read More »
A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to use their best judgment to resolve customer issues without needing to seek approvals, jump through
What Does Employee Empowerment *Really* Mean? Read More »
Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the business sees as logical groups. Marketing might include web site teams and digital marketing departments, but probably doesn’t include recruiting.
3 Ways Your Org Chart Creates B2B Customer Nightmares Read More »
by Jon Drachenberg What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver, many of us would need to think about core values for a few minutes before answering. Here’s a tougher question: How would
4 Ways Core Values Build Muscles for Your Brand Read More »
Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave
5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo! Read More »
