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CX Journey™ Musings: The Challenges of Customer Listening

CX Journey™ Musings: The Challenges of Customer Listening

The most-popular listening channel, without a doubt, is surveys. But there are some challenges when it comes to using this listening tool – as well as any of the others. In this post, I run through those challenges. It’s not an all-encompassing list, for sure, but I’ll offer up some links for other content to consider as you ponder these challenges.

Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be a customer-centric organization. Customer understanding truly is the cornerstone. But what is a cornerstone? And how does it relate to the work that you’re doing?

Is It Possible To Put Empathy Into Action? And At Scale?

Is It Possible To Put Empathy Into Action? And At Scale?

I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman and CEO of Genesys. The book is described as “a bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale.”

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