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Most agree that loyalty is often the holy grail of Customer Experience… But the way we define loyalty tends to vary. Creating loyal customers is often seen as the end goal. The raison d’etre for
It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody
When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience”
“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term
Customer experience is the new black. If you haven’t already heard, experience is HOT. Every savvy marketer, designer, branding strategist, corporate leader, social media blogger and keynote speaker is now a customer experience expert. I say
For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their
Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract
We’ve all had those disagreements. One person says something along the lines of “It’s not what you said. It’s how you said it.” The other person stands his or her ground. “I did NOT say it
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
