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11 Tips to Ensure You Achieve ROI from Your VoC Program
Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
The Psychology of UX Design
At its core, user experience (UX) design is about what makes people tick. How does it differ from UI? From CX? What does it all mean? And why is it important?
The Benefits of a Customer-Centric Culture
According to Deloitte, customer-centric businesses are 60% more profitable than their product-focused counterparts. That sounds pretty compelling! What are some of the other benefits? Read on to find out…
Employee Experience – Good for Employees, Good for Business
In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels.
Digital Schmigital
Digital and the use of the term “digital transformation” has become laughable. A catch-all. The latest cure for a terminal disease. A euphemism. Read on to find out why I think this.
Let’s Talk About Putting the “Customer” in Customer Experience
I’m honored that the customer experience community (and beyond) has embraced the book, and several people have invited me to be on their podcasts to talk about the book. I appreciate their help in getting the word out and letting me tell the story behind the book. In this post, I share a list of interviews I’ve done in the last couple months about the book. Hope you enjoy learning more about it!
The Elusive 360-Degree View of Customers
What is a 360-degree view of customers? Why do I call it elusive? Why is it important to have? How do you create a 360-degree view of customers? I answer those questions and more in this article!
Hot Topics for #CX Professionals in 2019 (and Beyond)
As we wrap up the year and the decade, I’m jumping on the countdown bandwagon and sharing my top 19 posts of 2019. It seems that hot topics this past year were journey mapping, customer-centricity, employee experience, and culture… among others. I have no doubt that these will continue to be hot topics in 2020 and beyond!
Operationalizing Your Customer Data
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success. There are many different customer...
Right Data, Right People, Right Time
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don't just ask customers about the experience in surveys,...