Blog & Resources

customer experience consulting

Are Your Employees Engaged to Tell You the Truth?

Surveying employees on satisfaction and engagement is not a new concept, but it's getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how ...

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it's this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It ...

Destructive Leadership Practices: Is Your CEO in Denial?

We have a saying around here. We only work with "enlightened leaders." I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. ...

Challenges of Understanding Customer Perception

There are many people out there who lack all self-awareness. I'm sure you know the type. Those who loudly blow their noses in fine restaurant dining rooms. The characters who silence the room with tasteless humor, but continue laughing at ...

10 Myths that Stifle the Truth about Customer Experience

"Myths are public dreams, dreams are private myths." Joseph Campbell, the late author and expert on mythology, said this and I agree. We tell ourselves myths to survive. Societies create their own mythologies to make sense of the world. Businesses ...

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