success

learning CX

CX Training Can Make You Happier… Here’s How To Get Started

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?”  Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on …

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customer experience leader

What Kind of Customer Experience Leader Do You Need to Be?

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only …

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cx success

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even …

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marketing

5 Reasons Your Marketing Needs Human Evaluation

Jeannie Walters, speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common:  a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter …

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customer experience repair

Forget About the Wow. What Should You Fix NOW?

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization! (And that’s just the tip …

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5 Top CX Trends For Survival in the Age of the Customer

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their …

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How to Know if Your CX Strategy Is Fake

I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations. …

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