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Blog Entry
Reasons to Be Grateful--Reflections from CXPA Members and Staff

Disruptive. Trying. Chaotic. Stressful. And everyone’s favorite—unprecedented. All are adjectives that have been attached to one of the strangest years any of us have collectively experienced. With residents of many countries around the world celebrating the Thanksgiving holiday on...

Gabe Smith,CCXP's profile image

Blog Entry
Can sinking customer survey response rates ever be revived?

Response rates have always been a challenge for the insight community but now more than ever we need to focus on what can be done to reverse the downward trend that’s been witnessed since the late 1990s and which has, in some cases, been exacerbated by the pandemic. What are some of the...

Mark Ratekin,CCXP's profile image

Blog Entry
Getting CX Right: Sears PartsDirect

There’s plenty of bad CX out there. But I had an experience not long ago with a company that was so good it’s inspired me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right” to celebrate those organizations (naming names!) that knock it out of the...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Why Improving Lives Is Value Creation At It's Finest

As customer experience professionals, you are surely well aware of the skepticism that organizations have when it comes to investing in designing purposeful experiences. While operators certainly hope that their organizations are delivering interactions that satisfy their customers, making it a...

Brian Kabisa,CCXP's profile image

Blog Entry
Linking the Employee & Customer Experience: A Practical Guide to the Holy Grail

Pundits and CEOs have long debated the relative merits of whether to focus primarily on the Customer Experience (CX) or the Employee Experience (EX). Should the emphasis be on the direct experience of customers, who are the source of the revenues that fuel the firm, or should the company...

Howard Lax's profile image

Blog Entry
Good CX Principle #5: Every Customer Elite

We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here , and parts one , two , three , and four at these links), Every Customer Elite. This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Good CX Principle #3: Take on the stress

Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here , and parts one and two are here and here , respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Customer Experience Indexes: Modern Thinking

Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of...

Lynn Hunsaker,CCXP's profile image

Blog Entry
“Inspiring Racial Equity” Event Organizers Win CXPA’s Extra Mile Award

The murder of George Floyd, and the subsequent protests in the United States and globally, caused individuals and businesses to reflect on their own role in effecting positive racial and social change. But for a group of CXPA members in Boston and Atlanta, reflection wasn’t enough—it was...

Gabe Smith,CCXP's profile image

Blog Entry
Good CX Principle #2: Communicate

In this, the second installment of a five-part series on the Principles of Good CX (Intro here , and Part One here ), I’ll present the principle of Communication. It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. ...

Nicholas Zeisler,CCXP's profile image