Articles

Customer journey mapping continues to gain both traction and increased relevance as organizations around the globe orient towards a more customer-centric way of doing business.

For any organization striving to significantly improve customer experience, they need a plan to do so.  That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s planned.  Which is where a customer experience (CX) strategy comes into play.

Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be...

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,” “brand” and “innovation.”

Seven years ago, Domino’s Pizza was in the pits. Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. The only silver lining: they scored top marks for delivery and value.

With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in nearly every retail storefront – the holiday season is officially in full swing. Competition has always been fierce for the holiday consumer dollar, but the success of Amazon...

I was listening to a Freakonomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several different levels, not least of which is the fact that as we’ve observed, many customer experience ‘breakthroughs’ are the result of many tiny steps taken over time.

Most companies at least try to serve customers well, even if some don’t succeed. But even the best-intentioned organizations can create problems for their customers, often without even realizing it. Because no matter how good a job you’re doing at relating to your customers, blindspots can be a...

Since its founding 22 years ago, Amazon has reached near mythic status for its superior service and customer service strategy.