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Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood

In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read MoreBusiness Leaders Increase Success When Customer Experience is Clearly Defined and Understood

An Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience

Customer Journey Mapping This concept is nothing new… yet so many company leaders have not done it… or – at … Read MoreAn Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience

The Customer Has Their Own Perspective Of Your Company

In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours

Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit … Read MoreIn Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours

Walk in the Shoes of Your Staff

Business Leaders – Walk a Day in the Shoes of Your Staff Increases Engagement

CEX Leadership Tip – Walk a day in the shoes of your frontline staff. So many leaders fight this, but … Read MoreBusiness Leaders – Walk a Day in the Shoes of Your Staff Increases Engagement

LISTEN to your Customers

Listening to Customers Tells You Everything You Need to Know…

Listening. We all know how to do it… but few know how to do it well… and it could be … Read MoreListening to Customers Tells You Everything You Need to Know…