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Let’s Talk About Putting the “Customer” in Customer Experience

Let’s Talk About Putting the “Customer” in Customer Experience

One of my proudest accomplishments of 2019 (or ever) is writing and publishing my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It was something I’d been wanting to do...
Hot Topics for #CX Professionals in 2019 (and Beyond)

Hot Topics for #CX Professionals in 2019 (and Beyond)

I started the CX Journey™ blog in 2011, with a nervous twitch and an intense curiosity about who on earth would ever read what I write?! I’m thankful for you, my readers, this year and every year, as your curiosity and continued readership has kept my writing...
All I Want For Christmas Is… Customer Understanding

All I Want For Christmas Is… Customer Understanding

That’s not too much to ask from Santa, is it?! Well, good thing he has a little helper elf to set you on the path to achieving customer understanding. I wrote this book called Customer Understanding: Three Ways to Put the “Customer” in Customer...
Customer-Centric Culture Means Employees First

Customer-Centric Culture Means Employees First

My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...