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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...

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

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

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

Proactive customer engagement isn’t a one-time event.

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...

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...

Smart Customers

Where a Digital Customer Experience Fails: When It’s Not Designed…

With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in...

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

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

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

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...

Smart Customers

Insurance Customer Experience Innovation: 5 Disruptive Examples

Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a...

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...

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...

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

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

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

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,...

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

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

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

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 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

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

Simplicity-Minded Customer Experience

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

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...

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...

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 Insights

For Data-Driven Insights, Marketers Flunk the Customer-Centricity Test

Do you think it’s possible for a company to do a good job meeting customer needs if they don’t try to understand what those needs...

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...

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

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

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...

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

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...

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