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CX Journey™ Musings: In the Name of Humanity…
I came across a video recently that was part of a social media campaign by GS Caltex, an energy firm, and has been shared and reshared by many call centers around the world. It’s a really sad statement about humans when it has to come to this, but it has/did.
8 Important Questions to Answer to Start Down the Path of Customer-Centricity
Today's post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make no...
Journey Mapping Definitions Bring Clarity
Today’s post contains an excerpt from my first book, which is now available on Amazon!
The “New” Purpose of a Business
CEOs from 181 corporations signed a statement on the “purpose of a corporation” last week. In this post, I share my thoughts on that, offer up some next steps for the CEOs, and question why it took so long!
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...