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Linking Behaviors to Core Values
Have you linked your core values to acceptable or desired behaviors to help employees understand what they mean? And then linked those to outcomes for the business? If not, you ought to. Here’s how!
Deliver New Value to Your Customers with Future-State Journey Mapping
The fifth step in my journey mapping process is Ideate, which is all about ideating solutions to existing customer pain points and designing a better experience for tomorrow.
5 Key Building Blocks of a Winning Customer Experience Strategy
Developing a strategy to deliver a great experience isn’t as simple as deciding you’re going to do it. A lot of work goes into it. Having these five major building blocks in place give you a solid foundation to develop a winning customer experience strategy.
Surveys: Don’t Believe Everything You Read
In this week’s post, I address Seth Godin’s commentary on “sneaky surveys and push polls.” Curious to hear what you think about his post and my response.
5 Technologies that Change the Way Customers Experience Your Brand
In today’s post, guest blogger Dwayne Charrington offers his thoughts on five technologies that are helping to shape the way that your customers experience your brand.
10 Ways to Socialize Customer Insights
With whom and how do you socialize customer insights? You're listening to customers. You're combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You've developed customer personas to better...
Punk CX Says, "Not All Friction Is Bad"
Today I'm pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
Why Customer Experience Transformations Stall
This is the second of a two-part series about reasons customer experience transformations stall or fail. Today’s article focuses on reasons associated with employees and operations.
One More Journey Mapping Mistake
Are you making this mistake when journey mapping? We already know that people are making mistakes when they're journey mapping. I've outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One map applies to...
How CX Is Shaping the Way We All Do Business
In today’s post, guest author Lexie Lu shares seven examples of how CX is shaping the way you do business.