Exceeding Customer Expectations — One Experience at a Time℠
Trending in CX

Keep the Lines of CX Communication Open
What’s in it for me? That’s the question key stakeholders will ask as you build your customer experience management (CEM) roadmap. What they’re really asking is: How will they or their team benefit? What will they be expected to do d... Read More

Focus on Outcomes to Deliver an Outstanding Customer Experience
Customer experience. It’s the key to any successful business, and that’s not changing anytime soon. Putting the customer first and providing seamless service are table stakes across industries, but nowhere are they more prevalent than among busin... 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 by their ability to “walk the talk,” ... Read More

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 pr... 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 support for those products and services t... 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 fired them because the customer felt he did... 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 themselves to information that would otherw... 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 quality customer experience (CX), and one... Read More