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CX Journey™ Musings: On the Basis of CX
In a world where products and services are becoming more and more commoditized every day, customer experience is really the one true differentiator. We know that customers are willing to pay more for a better experience, so price can no longer be that differentiator. In other words, brands are competing on the basis of CX.
Culture Fit: Whose Responsibility Is It?
What is the employee’s role in the culture fit equation? If brands are doing everything to socialize, operationalize, and live the values – including incorporating them into the hiring process – what should a potential candidate do to ensure she’s a fit?
Customer Engagement or Customer Entrapment?
What is customer engagement? What is customer entrapment? What are most brands doing… engaging or entrapping? Check out Maslow’s quote at the end of today’s post to get a succinct view of what brands must do!
Activate Change with Core Values
Remember, you get the culture that you design or create – and/or the culture you allow. Core values are at the root of the culture you design; they support and facilitate the culture and the business model you desire, and they support the vision you have for the business, for your employees and their experience, and for your customers and their experience.
CX Journey™ Musings: The New Purpose of a Business – One Year Later
Last week we hit the one-year anniversary of Business Roundtable’s new purpose of a business statement in which they declared that “companies should serve not only their shareholders, but also deliver value to their customers, invest in employees, deal fairly with suppliers, and support the communities in which they operate.” How did they do since signing this statement?
Change Management Step #1: Sense of Urgency
I've written many times over the years about change, including posts on change management, change vision, change fatigue, and more. Obviously, all of this is important to any customer experience strategy, as we know that customer experience management is really change...
Influencer Marketing’s Huge Impact on Customer Experience
Today I’m pleased to share another guest post by Lexie Lu. In this post Lexie shares examples of different ways that influencer marketing can aid and impact the customer experience – all in a good way!
Defining and Communicating Your Intended Customer Experience
What is a customer experience intent statement? Why do you need one? How do you create this statement? And how do you socialize and operationalize this statement?
Journey Mapping Workshops: Do You Have the Right Participants?
I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in the room (in-person or virtual).
3 Areas Marketers Must Focus on in the Age of the Connected Customer
The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate into their planning. How can marketers ensure buyers have great experiences throughout the entire customer lifecycle?