EXCEED CUSTOMER EXPECTATIONS ONE EXPERIENCE AT A TIME

Customer Journey Mapping the Road to Better Business Value
Before technology grabbed hold of the customer experience, the path to purchase was typically linear. Customers entered the funnel and followed through to the end goal, the point of sale. But, now that consumers have countless ways to connect with prospective ... Read More


The Value of Being an Energized Organization
One of the attributes of Best in Class organizations that has always interested me is their ability to focus their energies so enthusiastically on being customer centric. I often find this is further enhanced b... Read More


The Impact of Customer Experience, the Differentiator in Today’s Marketplace
In today's ultra-competitive marketplace, customers have more choices than ever before in how to acquire products and services. And, they expect the shopping experience, the buying process, and the subsequent s... Read More


Three Barriers to Integrating CX Into a Company’s DNA
One of my favorite commercials of all time is from United Airlines. In this powerful, one-minute segment, a CEO is in a conference room with all his managers. He informs them that their oldest customer just fir... Read More


Using Telephone Surveys to Drive Higher & Better Quality Responses to Customer Service Surveys
Surveys have always been crucial when it comes to determining the next steps any company must take to improve its customer service experience. By tapping customers for their honest perspectives, brands open the... Read More