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Do Leaders Make the Employee Experience – Customer Experience Connection?
Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? If not, then they absolutely should!
Is Your Company Product-Centric or Customer-Centric?
Product design is nonsensical if the customer’s voice isn’t brought into it. As Seth Godin says: you’ll be finding customers for your products, not products for your customers.
11 Top Takeaways From 102 Customer Experience Experts
Today I’m pleased to share a guest post by Uma Bhat of Clootrack. In this post, Uma highlights 11 takeaways from the 102 CX Experts Report Clootrack compiled, which outlines challenges and recommended actions for CX programs today.
The State of the CX Professional in 2022
As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. This article features the key findings from the report that I find the most significant to thrive in this new era of customer experience.
CX in 2022: Employee Experience is the Biggest Hurdle, and Getting Leadership Commitment is Key
Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback, the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. ow exactly has the industry evolved? And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings.
Making Common Sense Common Practice in Leadership and Life
The title of this blog post is the title of one of the last chapters in Randy Conley’s and Ken Blanchard’s new book, published this week and available on Amazon: Simple Truths of Leadership: 52 Ways to Be a Servant Leader and Build Trust. It summarizes nicely what the book ultimately does: make common sense common practice. In this post, I share six of those truths.
The Customer’s Dilemma: Acquisition vs. Retention
In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. This week, I look at the customer’s perspective and the dilemma this creates for them.
The Marketer’s Dilemma: Acquisition vs. Retention
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other?
CX Journey™ Musings: Culture Isn’t About Control
A Stanford researcher interviewed for a recent Bloomberg Businessweek article stated: “Culture is a way for organizations to control their members, police their behavior.” Wow. I’ve never heard that, nor do I believe it. Read on for my thoughts…
UX Metrics: Who, What, When, Where, and Why?
User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX focuses on and how its measured. In this guide, we’ll outline various ways that UX can be measured – both attitudinally and behaviorally – and explain how to take action to improve the metrics.