Delivering Remarkable Experiences Is How You Win More Customers

Equip your team to make a lasting impression.

Customer Experience: What It Looks Like When It Works

Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, I focus on where CX works best with a goal of sharing a couple ideas that we can

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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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Take a vacation from your CX program

You know that feeling of fresh perspective that you have immediately after you return from a vacation? Everything seems a bit clearer. Priorities are in focus and life is in perfect balance – even if just for a few days. At home, you zero in on the things that need to be done and do

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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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