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CX Journey™ Musings: Is Your Customer Experience Crisis Ready?
In today’s post, I share another lesson that brands are learning or should be learning about during this crisis: that if the customer is at the heart of your business, that if you’ve designed and are living a customer-centric culture, today’s customer experience should be no different to execute on than last year’s experience was.
How to Keep CX Positive Amidst COVID-19
Today I share another guest post from Lexie Lu. In this post, she writes about eight ways to improve your business practices and keep customers happy during this (and any) crisis.
CX Journey™ Musings: Great Change Is Preceded By Chaos
Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to take away from this crisis. This post is my take on one of those learnings. I’ll have more over the next few weeks.
Before You Amaze Your Customers You Must Amaze Your Employees
Today I’m pleased to share a guest post by my good friend, Shep Hyken, who needs no introduction! He writes about the secret to happy customers and shares details about the five different cults in the concept of The Cult of the Customer.
WFH: Do I Have to Cancel My Journey Mapping Workshops?
Another question that has been posed regularly over the last couple of weeks is, “Should we cancel our journey mapping workshops?” or “Is it possible to conduct journey mapping workshops virtually?”
CX Teams: Who, What, Where, How Many, and How Much?
Questions that surface often, especially as the customer experience discipline and profession become more widely “accepted” or established in organizations around the globe are: “What does a customer experience team look like? What roles comprise the team? Where does the customer experience team sit? Who does it report to?”
Employee Experience: 8 Ways Leaders Must Lead Differently
In today’s post, I share details of the Employee Experience Gap, why the gap exists, and how leaders must lead differently in order to put employees more first.
Business: It’s All About the Customer
In today’s post, I share an open letter – a plea of sorts – to all CEOs. A plea to put the people first. A plea to understand that without employees and without customers, you have no business. A plea to focus on the people.
Have You Experienced the Power of Business Games?
This week’s guest post is by Paul Laughlin. He shares his experience and lessons learned from participating in two days of business games.
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?