Focus on these three activities to gain support from senior
leaders: The payoff - show senior leaders that customer-focused
actions have an impact on the business. The plan - Share the
Speed is having a profound impact on companies. Take product
innovation for example. The pace of innovation continues to
accelerate giving customers more options and making customer
Customer Experience (CX) leaders find themselves uniquely
positioned to foster collaboration between functions and with
customers. As one example, CX often builds an advocacy network of
April Fools' Day will be here soon and I'm getting ready! No, I'm
not planning any practical jokes to spring on my colleagues.
However, we decided that for one day out of the year we could take
I recently read an article in the Journal of Marketing Research
titled “Consumer Behavior in ‘Equilibrium’: How Experiencing
Physical Balance Increases Compromise Choice” written by Jeffrey S.
Driving business impacting results is one of the key
responsibilities we all have as customer experience
professionals. While it is arguably one of the most important
things we do, it is also one of...
Here is a frightening but too-common scenario. A long-standing
business customer has received top-notch product quality and
support but suddenly decides to bid the work out. Or despite a long
I just read an article in the September 2013 Harvard Business
Review titled, “The Truth About Customer Experience” by Alex
Rawson, Ewan Duncan, and Conor Jones. This article really made me
Information gathering forms the foundation of a successful customer
listening system, and ensures a company has the right inputs to
drive meaningful actions that will impact business performance.
Top customer experience professionals know how to get things done.
In particular, they know how to work through others to drive
results. In a series of blog posts I’m taking a look at several