Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. “character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR …
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade of gray or arguing with your spouse about 1-inch or 1.5-inch tile becomes exhausting. And …
Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. Just typing that sounds like a better world, a world in which we understand our fellow humans better. So the term empathy gets tossed around a lot in customer experience. …
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years …
Five Ways to Thank Customers — And How to Find Opportunities in Your Organization Read More »
What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there. They …
What Every C-Suite Leader Needs to Know about Customer Experience Read More »
Who should be responsible for customer experience? It’s easy to toss around phrases like “Customer experience is everyone’s job!” But as I’ve said before, saying it’s everyone’s job is actually permission for it to be nobody’s job. And yet, it really IS up to everyone in an organization to own and deliver great customer experiences. …
5 Ways to Lead Customer Experience – Even If It’s Not In Your Job Description Read More »
Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If you haven’t yet, we recommend a CX Mission Statement and CX Success Statement to help you define success.) This type of success relies on super customer service. Yet we often …
Connect Customer Service Success with Customer Experience Excellence Read More »
The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a bit melodramatic — but it’s not far off a reality that’s happening at far too many organizations. These fed-up leaders …
How a Service Code Empowers Employees to Deliver Exceptional Experiences Read More »
Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win — Collaborate more effectively by building high-trust relationships. Seek First to Understand, Then to Be Understood — Influence others …
Taking Your CX Program from Reactive Realities to Proactive Paths Read More »
Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program, according to the 2022 State of CX Report from GetFeedback. The …
Developing Cross-Functional CX Buy-In: 3 Challenges & Methods Read More »
