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Customer Experience

6 Ways Business and IT Can Partner to Drive Next-Level Experiences

The business world has aligned on the fact that customer experience improvement is one of the most important things any...

Smart Customers

Seven Top Digital Customer Experience Trends for the Next Five Years

The digital transformation trends that could make all the difference in how your customers experience you. You’re almost...

Customer Experience

5 Ways To Build A Company Your Customers Love

Ready to make your customers your priority? Here are five things to know, to build a company they’ll love. It takes effort to...

Customer Experience

Managing Customer Experience Means Managing for Change

Why resiliency, responsiveness and agility are more important than ever for leaders and the companies they work for

Customer Experience

Re-skill, Up-Skill and Transform Your Workforce

Align and educate your people around a digital-first, customer-centric approach Whether it’s new technology, geopolitical unrest,...

Customer Experience

6 Insights and 2 Themes to Help You on Your Customer Experience Journey

Fixing CX Potholes and Using Roadmaps for Your CX Program: Insights from Forrester CX North America 2022 The presentations at...

Customer Experience

How Digital Experience Practitioners Increase ROI through Customer Insights

Validations from the Field: “Smart Customers” are radically changing the game for the businesses that wish to serve them At...

Customer Experience

Hyper-Personalization: The Future of Customer Experience?

Radically boost brand relevance while improving experience for your customers According to Salesforce’s 2020 State of the...

Customer Experience

The 4 Most Common Journey Mapping Activation Gaps

If your journey mapping efforts are falling short, odds are that one of these 4 gaps are to blame. Journey mapping is one of the...

Customer Experience

Listening to Customers is Your Best Long-Term CX Strategy

Customer feedback is essential for making informed decisions Customers are your best source of business and market insights. By...

Customer Experience

6 Ways You Can Drive Proactive Customer Engagement—And Why You Should

Proactive customer engagement isn’t a one-time event Done right, Proactive Customer Engagement makes it easy for customers to...

Customer Experience

Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the...

Customer Experience

The Upside Of Customer Experience Improvement In A Down Economy

There’s not a lot of upbeat coverage in the media today. Business closures, social distancing woes, stock market gyrations — it...

Customer Experience

5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing...

Customer Experience

Why Invest In Employee Experience? Six (Proven) Reasons

Employee and workforce experience (EX for short) matters just as much as customer experience (CX). Unsurprisingly, the two are...

Customer Experience

Show, Know, and Grow: 3 Things to Do Now in the COVID-19 Era

Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means –...

Customer Experience

14 Ways To Enable Digital Customer Experience Transformation

Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer...

Customer Experience

Proper CX Governance: Eating Your Customer Experience Vegetables

It’s not possible to sustain a disciplined CX mindset without clear guidelines Humans like rules — when they apply to someone...

Customer Experience

Why Employees Love (And Even Beg) to Work for These 4 CX Leaders

Yup. It’s that “New Year’s Resolutions” time of year again. If this reminder makes your eyes roll, then my apologies – I get it....

Customer Experience

The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros

Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example,...

Customer Experience

How to Define Your CX Strategy and Link it to Execution

What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it...

Customer Experience

Customer Experience Analytics and Tracking: CX Metrics 101

In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...

Customer Experience

Customer Experience Management: 8 Best Practices of CXM Leaders

The Eight Best Practices of Customer Experience Management Leaders As ever-greater numbers of organizations embrace the age of...

Customer Experience

How “3-Dimensional” Customer Personas Radically Improve CX Design

Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience...

Customer Experience

Fall in Love With Your Customers’ Pain Points - Not With Your Solutions

It’s human nature to fall in love with your solutions... it’s also one a common pitfall for business leaders, entrepreneurs and...

Customer Experience

Successful Customer Experience: 3 Critical Things CX Leaders Get Right

When we look at customer experience leaders today, it’s unsurprising there are a number of things they have in common. When...

Customer Experience

4 Ways CX Leaders Can Improve Their Customer Experience Strategy

Once you define your customer experience strategy and begin the journey down it, you'll likely find a tipping point where people,...

Customer Experience

Failing Your Customers Can Help You Serve Them Better

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick...

Customer Experience

6 Common Customer Experience Strategy Pitfalls

For any organization striving to significantly improve customer experience, they need a plan to do so. That’s because the ability...

Customer Experience

How Best-In-Class CX Leaders Use the Customer Experience Value Chain

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any...

Smart Customers

How Domino’s Disrupted the Delivery Game to Lead in Customer Delight

Seven years ago, Domino’s Pizza was in the pits. Tasteless, unexciting food and an all-time low in its share price, the company...

Customer Experience

Customer Experience Tips: Learn to Praise Incrementalism

I was listening to a Freakonomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several...

Customer Experience

3 Ways Your Customers Might Hate You (and You May Not Know It)

Most companies at least try to serve customers well, even if some don’t succeed. But even the best-intentioned organizations can...

Customer Experience

8 Customer Service Strategies You Can Steal from Amazon

Books Were Never the Endgame Since its founding 28 years ago, Amazon has reached near mythic status for its superior service and...

Customer Experience

Understanding the ROI of Customer Experience Journey Mapping

Customer journey mapping is, understandably, a pretty hot topic. Not just for customer experience professionals, but for all...

Customer Experience

Customer Experience Journey Mapping Hypecycle

Customer Experience Journey Mapping Many of us are familiar with Gartner’s “hypecycle,” representing the maturity, adoption and...

Customer Experience

Six Ways to Drive a Radically Better Customer Experience

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where...

Customer Experience

Case Study: Delta Airlines – When Digital Customer Experience Goes Bad

There’s little debate on the critical nature of getting digital customer experience right. There isn’t a customer experience...

Customer Experience

Five Questions Customer Experience Professionals Are Asking Today

Everyone is talking about customer experience. What it is, why it’s important, how to deliver and how to improve it. Everyone, it...

Customer Experience

What You Should Include In Your Customer Loyalty and Retention Program

We know that customers are more demanding and have higher expectations than ever. And since most corporations are working hard to...

Customer Experience

Bad B2B Experience? The “Anti-Customer” Model

We spend a lot of time talking about the value of things like customer centricity, transparency and the importance of designing...

Customer Experience

Implications of a Customer-Centric Strategy: 7 Takeaways

What happens when you make the shift to become truly customer-centric? We’ve identified seven implications you can expect during...

Customer Experience

Avoiding the Omnichannel Gap

Customer Experience Omnichannel: Offering customers seamless, consistent, omnichannel experiences at all customer journey stages...

Smart Customers

Improving Patient Experience: 5 Disruptive CX Examples

According to PwC, more than half of consumers want to shop for healthcare...but their preferred method of doing so doesn’t exist...

Customer Experience

Should Your CIO Drive CX?

What every CIO must know to bridge the customer experience technology gap… A couple of weeks ago, we published a white paper...

Customer Experience

Great Customer Experience? Good. Now, Keep It That Way.

Three ways companies with best customer experience got there—and how they stay ahead of the pack. Sometimes, the ability to...

Customer Experience

How Understanding Cross-Org Silos Leads to Better Customer Experiences

Why marketing (and Sales, Operations and Support…) can have a hard time seeing the “big picture.” Managing the customer...

Customer Experience

Customer Experience Improvement: 7 Best Practices

With much of the online conversation taking place around customer experience innovation, it almost feels like everyone is focused...

Customer Experience

Defining Customer Experience

When “customer experience” can mean just about anything...how do you define it for your needs? Given the prevalence of “customer...

Customer Experience

What Customer Experience Does – And Doesn’t – Mean

Given the prevalence of “customer experience” as a desired competitive differentiator, business discipline, and value driver,...

Customer Experience

3 Things You Must Do in Order to Deliver a Better Customer Experience

Every journey begins with a single step. When it comes to improving customer experience, the first step in your journey can be a...

Customer Experience

Your CX Management Model Requires Commitment, Not Compliance

Are your people truly committed to customer experience? Or just following orders? As organizations prioritize customer...

Customer Experience

5 Customer Data Lessons You Can’t Ignore

Anyone who serves customers recognizes that improving their experience with you is the key to drawing them closer. That can’t be...

Customer Experience

Millennial CX Gone Wild: The Marriott Room Design Edition

Millennials don’t work at desks? Really? Here’s the premise. It appears that Marriott is in the process of redesigning their...

Smart Customers

The False Tradeoff: Personalized Customer Experience vs. Privacy

How would you answer if every company you dealt with asked you this question: “Which is more important to you? A Personalized...

Smart Customers

How 44 Years in Prison Can Influence Customer Experience Design

I recently watched a pretty remarkable video on Al Jazeera about Otis Johnson, a 69-year-old man released from prison in August...

Customer Experience

9 Customer Experience Best Practices From Leading Champions

It’s a given that customer expectations have never been greater. Increasing recognition of this reality is a major driver of the...

Customer Experience

Customer Experience Tips and Hacks: Thanks for the call, Kyle…

This is a short tale of two recent service experiences with wildly differing results. So you know, my goal isn’t to bash Comcast...

Customer Experience

Customer Experience Persona Power + 5 Success Factors

Meet Sasha “New MBA” Cruz. She’s 26 years old, a recent graduate from a top MBA program and about to move across the country for...

Customer Experience

Don’t Forget the Customer in Customer Success Journey Map

Do you ‘listen’ to what your customers want or need? Sorry. But it’s gotta be said. Customer success journey maps require that...

Customer Experience

Improving Customer Experience in Healthcare: What CX Leaders Can Learn

Understanding your customers and your costs at a granular level is key to better and more profitably serving them.

Smart Customers

Mobile Customer Experience Is a Must. Make Sure You Plan Accordingly

Don’t (just) listen to us on this; listen to your customers. As customer experience experts, we look at our client organizations...

Customer Experience

A Reflection on Fear in the Customer Experience Roadmap

The dark is not a comfortable place for a customer to be. It’s been a stressful week. We’re selling a vacation house on one lake,...

Customer Experience

Align Business and IT to Create a Better Customer Experience

Every company is a software company. Customer experience is a well-recognized pivot point that more and more organizations rely...

Customer Experience

Subway Clocks and Customer Experience

Mind the Gap A customer experience “gap” occurs when the experience a customer has doesn’t align with the experience they...

Customer Experience

Hard Facts: Understanding the Impact of Emotion on Customer Experience

The role of emotions will become clearer as brands recognize the importance of how customers “feel” about customer experience. We...

Customer Experience

It Hurts So Good: Embrace Customer Pain Points to Improve Experience

No pain, no gain. We’ve all heard this gem. Typically linked to the concept of working out ‘till it hurts before you get any...

Customer Experience

Innovate by Understanding Customer Needs

What do your customers want to know? What products, services or experiences will entrance them? What services might our...

Customer Experience

Embracing Crowd-Powered Customer Service

Mobile-led, digitally-driven disruption creates massive opportunity to raise the bar on customer experience – and service. We’re...

Customer Experience

Five Lessons for CX Execs From The Port Authority of NY&NJ and Uber.

Oh, the irony - I love it when material for a speech just lands in my lap. I was at NextBank USA in New York this week,...

Customer Experience

Don’t Delight Your Customers. (?!)

If delight doesn’t lead to loyalty, what does?

Customer Experience

In Customer Experience We Trust

Earning customer trust is a business imperative It’s pretty much settled science that consistently great customer experiences...

Smart Customers

Millennials, Myths, the Digital Experience Divide

Why you should care about Millennials (Hint: They’re not just consumers…) Generation Y. Digital Natives. The Net Generation....

Customer Experience

It’s Called CUSTOMER Experience Design for a Reason

Listening to your customers can (and should) inform the ways you design interactions with them. My son – a 23 year-old...

Smart Customers

Walgreens Engages TaskRabbit to Deliver Innovative Customer Service

Whatcha gonna do when the flu comes for you? You’re sick in bed, feeling like crap (headache, aches and pains). You lack the...

Smart Customers

Rebates and Their Impact on the Retail Customer Experience

The changing role of rebates in the era of the smart customer

Customer Experience

The Politics of Customer Experience Management

There are many ways you can improve the customer experience, and drive value from it. But your people need to be moving in the...

Smart Customers

Improve Customer Experience and Satisfaction by Reducing Friction

Where friction in your customer experience occurs (and why you should care)

Customer Experience

“The Dress” and Customer Experience: Perception = Reality.

Remember “The Dress that broke the internet”? Back when my son was 23, he showed me a picture on his phone and asked me what I...

Customer Experience

Is Apple Losing Its Luster? Microsoft CX Comes from Behind to Delight

Any technology consumer (actually, businesses too) knows the answer to this question: Who delivers a better customer...

Customer Experience

Creating a Customer-Centric Culture: A Model Employee Handbook

Do you want to be the kind of company that customers love? The truth is, for many companies the answer is “no.” If you work for...

Customer Experience

Need a Customer Experience Coach?

There’s little argument that customer experience is a pretty high priority for just about everyone. The reasons are myriad –...

Customer Experience

How Delivering an Excellent Customer Experience Led UPS Stock to Crash

The 2013 holiday season sported some nasty surprises for package delivery and logistics leader UPS. Summarized neatly in a Forbes...

Customer Experience

5 Best Practices for Building an Effective Customer Experience Program

In an industry that’s growing as quickly and expanding in as many directions as customer experience (CX) is, it’s not at all...

Customer Experience

The Future of Customer Experience Is Now: Teach Your Company to Talk

Revolutionary at the time, late 2011 saw Apple’s Siri personal assistant introduced as an integral part of the iPhone 4s. I...

Customer Experience

What Is Innovative Customer Experience?

A Month of Tweets You May Have Missed What is innovative customer experience? Experiences that make every interaction totally...

Customer Experience

The Customer Experience Gap—Are You Clueless, or Clued In?

A few years ago, Bain and Company published the results of a survey in conducted across a variety of industries. Their report...

Customer Experience

CX Innovation? I do not think it means what you think it means…

Customer Experience Innovation? (You Keep Using That Word…) While the word “Innovation” is thrown around an awful lot in the...

Customer Experience

Designing a Voice-of-the-Customer Program: Understanding Your Customer

The first step in improving customer understanding is listening – to their opinions, concerns, perceptions, objectives and...

Customer Experience

How Dinner Lab Brings Customers Into the Experience Design Process

A Very Tasty Focus Group This week, I – along with another 100 or so people – paid Dinner Lab $70 each to be part of a focus...

Customer Experience

Dear Home Depot (and Target and eBay and…): Can You Please Protect Our Data?

Using (and protecting) Data for Good On the drive to work yesterday, I heard a now-familiar story on the news: Home Depot, it...

Customer Experience

Getting Your CX to Deliver on Your Brand Promise: An Action List

Recognizing that your customer experience is an integral aspect of brand isn’t a new notion. For years, companies ranging from...

Customer Experience

Customer Experience and Big Data (5 Ways to Leverage Your Information)

What if you were able to know, with near certainty, that your customer would prefer one specific product over another – and that...

Smart Customers

Anticipating Your Customers' Needs, Amazon (and Smart Customers) Style

Either Mr. Bezos and his team of strategists read our book (did you get the copy we sent you, Jeff?) and/or Bruce Kasanoff and I...

Customer Experience

23 Ways to Amaze and Delight Your Customers

Great customer experience doesn’t just happen. It is planned, designed and mindfully delivered. That’s because there is no ‘one...

Customer Experience

Why Silos Suck: Break Down Organizational Barriers for Better CX

Most large companies (and many that are mid-size or even small) have been struggling to overcome customer service and data silos...

Customer Experience

8 Ways Customer-Centric Organizations Get Closer to Their Customers

If your organization has done any thinking about customer centricity, you’ve likely read buckets about the importance of enabling...

Customer Experience

Customer Insights in a Day: ‘Voice of the Business’ Journey Mapping

For many organizations, an understanding of where customer interactions occur is stuck inside functional or organizational silos....

Customer Experience

How to Find—and Close—Vision, Culture, and Experience Gaps

Most companies we work with have some sort of performance gap. Some are known and easier to see, others less obvious. Some big,...

Customer Experience

How Do You Ask Your Customer’s Opinion in a Way They’ll Give It?

When it comes to customer experience insights, the phrase “outside-in” – in reference to getting the customers’ view of the...

Customer Experience

Customer Experience Is Emotional? Oh, Yes. Always Has Been, Always Will Be.

“So tell us, how did that make you feel? We care. Really, we do.” While rarely asked quite that way, virtually all customer...

Customer Experience

5 Things You Need to Know If You Want to Deliver on Your Brand Promise

A couple of years ago I wrote an article titled “The Role Of Brand In Customer Experience.” In it, I repeat something that’s been...

Customer Experience

Focus on Your Touchpoints, But Don't Miss the Whole Customer Journey

Strolling through the ever-expanding body of published work on customer experience, I’ve recently come across a few articles that...

Customer Experience

The Case for Improving Employee Experience: Love and Money

Over the last few years, the case for improving customer experience has been gaining significant traction in executive suites...

Customer Experience

Simplicity-Minded Customer Experience

Make A ‘Simplification Promise’ Simple customer experiences are better customer experiences. Sounds logical, doesn’t it? After...

Customer Experience

Might You Need a Customer Experience Coach?

There’s little argument that customer experience is a pretty high priority for just about everyone. The reasons are myriad –...

Customer Experience

To Improve Customer Experience, Measure What Matters

I don’t know what Albert Einstein was thinking of when he said, “Not everything that can be counted counts, and not everything...

Customer Experience

5 Customer Experience Lessons from the Interactive Mirror

Where might you end up if you set out to deliver an immersive, in-store shopping experience for cross-channel, fashion-obsessed...

Customer Experience

Smart Customers Demand Smart Customer Service

The rise of smart customers has influenced the very nature of the relationship between customers and the companies that wish to...

Customer Experience

Understanding The Role of Empathy in Customer Experience

If you haven’t read the 2011 book Thinking, Fast and Slow, I’d suggest you do. Author and 2002 Nobel Prize winner Daniel Kahneman...

Customer Experience

Just How High Is the Price for Delivering a Poor Customer Experience?

As executives, we all want to deliver the best experiences to our customers. While this is an intuitive response because we want...

Smart Customers

Relevance (Not Just Orange) Is the New Black

Your customers crave relevancy. Business or consumer buyers, your customers are overloaded with messages on a daily (as well as...

Smart Customers

In a Connected World, Touchpoints Need More than a Fresh Coat of Paint

Email messages, social media, targeted ads, mobile apps, and SMS all make it possible for companies to stay in contact with...

Customer Experience

CX: Why Driving Authentic Connections Is Now Part of the Marketing Mix

The majority of us (I hope) understand the importance of improving customer experience. Without our customers, we couldn’t even...

Customer Experience

Making Lemonade: Learning From Sour Customer Experiences

Have you ever had a dismal customer experience and thought, "This Company has no clue what they're doing, do they?" Sadly, you’re...

Customer Experience

Confessions of a Former Pizza Boy: Sometimes, Experiences Don't Need to Be “Improved”

Today, there are three basic ways to get food prepared by others. One, go to a restaurant. Sit, order and eat. Two, call ahead...

Customer Experience

Lego Missteps, Leaving Adult Fan’s Experience Out In The Cold

Lego, maker of those beloved bricks, sent an unintended message to an important customer (and customer segment) this week: “Go...

Customer Experience

Understanding Your Customers Is Key: 5 Segmentation Lessons from CVS

The New York Times ran a piece recently on the ways that CVS drugstores are using big data to revolutionize their business. The...

Smart Customers

Is Tesla’s Customer Experience Driving Car Dealers Over the Edge?

Car dealerships have long had a reputation for anticompetitive tactics and influential lobbyists. So it’s no surprise that Dealer...

Customer Experience

CRM Systems Don’t Capture Customer Experience: Just Ask Oracle

If CRM is your company’s “solution” for improving customer experience, you’re making a big (and shockingly common) mistake. Why?...

Customer Experience

The Dogfood Diet: Three Easy Steps to a Leaner Customer Experience

A few weeks back, CBS wrapped up another season of the show Undercover Boss. If you’re not familiar, the premise is that CEOs and...

Customer Experience

Secrets of Providing Kick-Ass Customer Experience for Low-Cost Leaders

What’s your strategy for business success? If, like Southwest and Costco, you're competing primarily on price—and have aligned...

Smart Customers

A Digital Customer Experience Case Study: Sephora’s Supremacy

A few years ago, I wrote Digital Experience: The New Heart Of Customer Engagement that makes the point that digital experience...

Smart Customers

Dark Patterns: the Dark Side of the Digital Customer Experience

When it comes to customer experience, my personal mission has always been crystal clear: help companies act more intelligently....

Customer Experience

Big Retailer Plays with Big Data and Narrowly Avoids Getting Bit

Customer experience pioneer and retail giant, Nordstrom, recently found itself in hot water over customer privacy. They’d been...

Customer Experience

Do Happier Employees Really Mean Happier Customers?

Conventional wisdom says not just “yeah” but “hell, yeah.” That said, an issue with the “conventional wisdom” is that people...

Customer Experience

How One Growing Company Impressed 559,861 People Last Weekend

If you aren’t a gamer, then there’s a good chance you’ve never heard of Razer. Until last weekend, the company was mostly known...

Customer Experience

Did Poor Customer Experience Get Ron Johnson Fired?

Last week, SEC filings revealed that Ron Johnson, chief executive officer of JC Penney, saw his 2012 compensation fall 97...

Customer Experience

Ask, Listen, and Act: New Rules for Voice-of-the-Customer Research

From dorm room start-ups to the Fortune 500, there’s a common thread among the most successful businesses: give your customers...

Smart Customers

Five Ways to Earn Customer Trust

Earn Customer Trust It’s difficult enough that companies are losing influence with their digitally-enabled smart customers. Even...

Customer Experience

What Is Your Customer Relationship Lifecycle?

For your customers and prospects, your customer relationship lifecycle is the basis for their experiential “journey” with your...

Customer Experience

Must You Have “Executive Support” to Begin CX Improvements?

Common advice for starting a customer experience transformation journey suggests executive support for the entire program must be...

Customer Experience

Can You Measure The Value Of A Single Touchpoint?

Customer experience is the result of a series of interactions between your company and those you serve. These interactions–the...

Smart Customers

Digital Experience: The New Heart of Customer Engagement

We all know (don’t we?) that digital customer experience is being driven by the many disruptive forces changing the face of the...

Smart Customers

5 Lessons Your Company Can Learn From the Cupcake ATM

What do we want? Sugar! When do we want it? Now! Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the...

Smart Customers

Why 'Sorry, We're Closed' May Close You Forever

Yesterday’s customers were future-oriented. “When can you get this to me?” they asked. Prices were fixed, customers came to you,...

Smart Customers

Customer Journey Mapping: 10 Tips for Beginners

Most executives know the importance of becoming more customer-centric. They’re also aware of the increased significance of...

Customer Experience

Where Customer Experience ‘Top Performers’ Turn For Outside Expertise

In last week's post, “How Customer Experience ‘Top Performers’ Get There: Outside Expertise,” we talked about the reasons why...

Customer Experience

How Customer Experience Top Performers Get There: Outside Expertise

Why is customer experience improvement such a hot topic? Because it significantly drives revenue. Directly tied to increased...

Customer Experience

The Future Of Customer Experience? It’s Getting Personal

No matter what business you’re in, a growing percentage of your customers are nearly always connected, with instant access to...

Smart Customers

The Key to Customer Experience Is Knowing How to Understand Customers

Knowing how to understand customers is key to creating a successful customer experience program. This lack of understanding is...

Customer Experience

9 Ways To Be More Customer-Centric

Designing Your World Around Your Customers’ Experiences Learning how to be more customer-centric sure sounds good. But if you’re...

Customer Experience

Are Your Touchpoints Pushing Customers Out the Door?

Every time your company or your brand interacts with a customer—online and off, in-person or not, between or about your...

Customer Experience

The Secret to Improving Your Touchpoints? Journey Mapping.

In a company of scale, it’s easy to allow a discussion of touchpoints to descend into paralyzing complexity; we regularly work...

Customer Experience

Three Ways to Act Smart, Beat Your Competitors, and Win More Customers

Today, even the youngest, most modest consumers have broadband Internet access, carrying powerful, interconnected mobile devices...

Smart Customers

Customer Experience: Why Now?

Let’s get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost...

Customer Experience

Understanding Your Customers Is the First Step to Delivering Better CX

There are myriad reasons why companies treat customers poorly. One of the most common, costly – and most easily resolvable – is a...

Smart Customers

Redefining Customer Experience: CRM, VRM and “Disruptive Technologies”

Last Thursday morning, Bruce Kasanoff and I did a webinar for CustomerThink’s Thought Leadership Webinar series titled...

Customer Experience

CX Isn’t a Function or a Department — It's the Center of All You Do

The competitive landscape is changing dramatically, as companies realize that customers really are the center of their universe....

Customer Experience

Are Customer Experience and Brand Research Problems Wicked?

For anyone who’s involved in customer experience management, brand research and consulting projects and/or other complex, cross...

Customer Experience

Know Which Customer Touchpoints Drive Customer Satisfaction

Is your organization trying to improve the experience for all customers at all touchpoints? Though this is going to sound like a...

Customer Experience

Strategic Planning for Brand, Marketing and Customer Experience

Why strategic plan before you dive in to do the work? Strategic Planning brings multiple perspectives into focus with an eye on...

Customer Experience

Proving ROI on Customer Experience (Part 3)

Customer Experience Mapping – A first step to creating more positive customer experiences. In Proving ROI on Customer Experience...

Customer Experience

Proving ROI on Customer Experience (Part 2)

Four “experience investment” lenses to help you plan, measure and improve interactions with your customers, and prove significant...

Customer Experience

Proving ROI on Customer Experience (Part 1)

Customer Experience: The perfect framework to begin thinking about ways to plan, measure and improve customer interactions with...

Customer Experience

Significant Benefits of Measuring Brand and Marketing Performance

C-Suite execs share concerns across sectors, size and geographies. In the CX business, we talk to key executives literally every...

Customer Experience

10 Steps to Increase Marketing Effectiveness in an Economic Downturn

Ten Steps In Increase Marketing Effectiveness (Whether it's an Economic Downturn Or Not!)

Customer Experience

Four Steps to Delivering a Branded Customer Experience

Key to the successful delivery of brand experience is your ability to drive ownership and delivery of your brand from the inside...

Customer Experience

New Rules for Actionable Voice-of-the-Customer (VOC) Research

In today’s “experience-based” market space, organizations should leverage research programs to move beyond data and information...

Smart Customers

Co-Create a Better Customer Experience… With Your Customers

Listen, Act, Co-Create, Repeat In a classic article from 1986 entitled “What Gets Measured Gets Done,” Tom Peters says: “In the...

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