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Proactive customer engagement isn’t a one-time event Done right, Proactive Customer Engagement makes it easy for customers to...
Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the...
  In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing...
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 leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer...
It’s not possible to sustain a disciplined CX mindset without clear guidelines Humans like rules — when they apply to someone...
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....
Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example,...
What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it...
In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...
The Eight Best Practices of Customer Experience Management Leaders As ever-greater numbers of organizations embrace the age of...
Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience...
It’s human nature to fall in love with your solutions... it’s also one a common pitfall for business leaders, entrepreneurs and...
When we look at customer experience leaders today, it’s unsurprising there are a number of things they have in common. When...
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 journey mapping continues to gain both traction and increased relevance as organizations around the globe orient towards...
What happens when you make the shift to become truly customer-centric? We’ve identified seven implications you can expect during...
Three ways companies with best customer experience got there—and how they stay ahead of the pack. Sometimes, the ability to...
Why marketing (and Sales, Operations and Support…) can have a hard time seeing the “big picture.” Managing the customer...
With much of the online conversation taking place around customer experience innovation, it almost feels like everyone is focused...
Anyone who serves customers recognizes that improving their experience with you is the key to drawing them closer. That can’t be...
As you’re likely aware, the discipline of customer experience requires that organizations look at what it’s like to do business...
Understanding your customers and your costs at a granular level is key to better and more profitably serving them.
Listening to your customers can (and should) inform the ways you design interactions with them. My son – a 23 year-old...
There are many ways you can improve the customer experience, and drive value from it. But your people need to be moving in the...
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...
The 2013 holiday season sported some nasty surprises for package delivery and logistics leader UPS. Summarized neatly in a Forbes...
In an industry that’s growing as quickly and expanding in as many directions as customer experience (CX) is, it’s not at all...
A Month of Tweets You May Have Missed What is innovative customer experience? Experiences that make every interaction totally...
The first step in improving customer understanding is listening – to their opinions, concerns, perceptions, objectives and...
Great customer experience doesn’t just happen. It is planned, designed and mindfully delivered. That’s because there is no ‘one...
If your organization has done any thinking about customer centricity, you’ve likely read buckets about the importance of enabling...
For many organizations, an understanding of where customer interactions occur is stuck inside functional or organizational silos....
“So tell us, how did that make you feel? We care. Really, we do.” While rarely asked quite that way, virtually all customer...
I don’t know what Albert Einstein was thinking of when he said, “Not everything that can be counted counts, and not everything...
Your customers crave relevancy. Business or consumer buyers, your customers are overloaded with messages on a daily (as well as...
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...
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...
From dorm room start-ups to the Fortune 500, there’s a common thread among the most successful businesses: give your customers...
Customer experience is the result of a series of interactions between your company and those you serve. These interactions–the...
Most executives know the importance of becoming more customer-centric. They’re also aware of the increased significance of...
Knowing how to understand customers is key to creating a successful customer experience program.  This lack of understanding is...
Designing Your World Around Your Customers’ Experiences Learning how to be more customer-centric sure sounds good. But if you’re...
Let’s get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost...
We made our case for benchmarking and covered the different things that your organization can benchmark against in Part 1 of this...
Is your organization trying to improve the experience for all customers at all touchpoints?  Though this is going to sound like a...
Why benchmark? And what should you benchmark against? We were asked an interesting question during a new business pitch the other...
Customer Experience Mapping – A first step to creating more positive customer experiences. In Proving ROI on Customer Experience...
Four “experience investment” lenses to help you plan, measure and improve interactions with your customers, and prove significant...
Customer Experience: The perfect framework to begin thinking about ways to plan, measure and improve customer interactions with...
C-Suite execs share concerns across sectors, size and geographies. In the CX business, we talk to key executives literally every...
Ten Steps In Increase Marketing Effectiveness (Whether it's an Economic Downturn Or Not!)
In today’s “experience-based” market space, organizations should leverage research programs to move beyond data and information...

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