4 Steps to Designing a Listening Architecture

Those of us in the CX profession are lucky – our industry is hot. Why? Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that

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4 Steps to do lead nurturing that helps more customers buy

Find out about lead nurturing. Learn the 4 steps of walking through the buying journey with your customer to help them progress.

The post 4 Steps to do lead nurturing that helps more customers buy appeared first on B2B Lead Blog.

It’s Time to Be Intentional About Customer Listening

What is the single most important source of customer insight that an organization has? Is it the conversations salespeople have with customers? Perhaps it’s nested in the thousands of comments customers provide in surveys? Or maybe it’s from all the RFPs you receive that signal evolving market requirements. Having a hard time answering this question?

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Make it real, and other pro tips for developing a customer-centric culture

Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies

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Success in CX means harnessing the power of people: my CXPA Insights Exchange takeaway

Success in CX means harnessing the power of people. For those who weren’t there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I’ve used two ‘big bucket’ categories to boil down what I heard.

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The Analytical Leader: Understanding Customer Experience Requires Thick Data

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing

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How to Start Building a Customer Ambassador Program

A few weeks ago, I returned to my car from a trip inside Lowe’s one Saturday morning to find a reusable Subaru bag hanging on the side mirror of my Subaru Outback. Like a child on Christmas morning, I opened the bag inside my car to find all kinds of Subaru swag, Subaru magazines and

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Changing Culture Through CX Rituals

Much of the CX conversation has shifted to focus on organizational culture. Sure, we have great customer listening efforts in place. Sure, we are asking the right questions of the right customers. Sure, we have people who want to do the right thing. Even with all of that, we don’t really feel that our organizations

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The Analytical Leader: The Importance of Being Persuadable

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed

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