Believing Any of These 4 Customer-Experience Myths Could Sink Your Brand

There's a reason why Adidas's Boston Marathon 'congratulatory' email didn't kill the brand.

CX Storytelling: Transforming Thought and Action

Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way

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The business-savvy CX leader

As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to

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Looking to Increase CX Visibility with Executives? Try a Journey Map.

Customer experience is currently a great industry to be a part of. Why? Executives are increasingly pointing to customer experience as the primary way they intend to differentiate in the marketplace. Like never before, CX leaders are in demand. That said, it is important for CX professionals to stay aligned to executive needs and to

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CX storytelling: Eight criteria for profiling your audience

A fundamental element of good storytelling is knowing your audience. Too often we plan a presentation primarily based on what we want to say without really considering the perspective of the audience. Who are they? Are they familiar with the topic? Do they even want to be there? These are just a few criteria that

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Your customer experience *is* your brand

Companies who aren’t moving their brand activity and their customer experience activity closer together are setting a course for failure. As catastrophic as this sounds, the convergence of brand and customer experience is taking up more space in business publications like Harvard Business Review, Fast Company and Inc. It’s here, it matters and it’s not

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What I learned about CX by binge-watching the Olympics

I admit it. I am addicted to Olympic sports coverage. I’d like to tell you my favorite event but, truth be told, I am not that picky. Sometimes I find myself watching a sport that I didn’t even know existed!  There is something compelling about the risk and speed inherent in many of the sports,

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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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Free Webinar: How to Provide Consistent and Extraordinary Customer Experiences

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The downside of sales hustle and automation

Are your sales reps hitting the phones and sending more cold emails? To drive growth, the mandate for sales organizations is to make more calls, send more emails. Sales reps are hustling and using automated tools to move faster. But sales hustle and automation have a downside: they can hurt customer experience and push people […]

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