EXCEED CUSTOMER EXPECTATIONS ONE EXPERIENCE AT A TIME

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 fired them because the customer felt he didn’t know... 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


4 Requirements for Linking CX to ROI
Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini’s study “The Disconnected Customer.” Yet, customers don’t feel that companies are delivering high q... Read More


Weaving CEM Into the Fabric of an Organization
The overall objective of any customer experience management (CEM) strategy is to evolve your organization’s DNA to the point where it is entirely customer driven. That’s not going to happen without a robust... Read More


Tying Employee Performance to Customer Satisfaction
When looking at how companies measure employee performance, one thing is clear: There’s wide variation across industries in terms of how well businesses are incorporating customer satisfaction into the mix. G... Read More