I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me. I’m not sure if she appreciated that I was being honest and sincere in my...
The following article originally appeared on MyCustomer.com What is the definition of success for colleagues in other departments, and how can customer experience professionals help them succeed? Why does working in CX sometimes feel like a thankless task? We bust a gut to...
The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely...
"What's the business value of empathy?" The search for the answer to this question was at the heart of a recent research collaboration among CXPA, Alida, and Kerry Bodine. A quick Google search for the phrase "empathy in CX," reveals 605,000 results, most of which advance popular truisms...
I listen to a wide variety of podcasts...I’ve even appeared on quite a few of them myself. (“Appeared”? That doesn’t sound right for a podcast. Anyway.) In the jumble of all the great content, recently I was listening to one on which the guest made a reference to a movie that I hadn’t...
This post originally appeared on M4 Communications: https://m4comm.com/why-empathy-is-important-and-how-to-build-it-in-your-organization/ Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with...
The labor shortage currently straining employers across the United States is reaching unprecedented levels. From big-box retailers and chain restaurants to local grocers and convenience stores, businesses of all sizes are struggling to maintain the staff levels needed to operate efficiently and...
I had a support incident a while back with one of the service providers we use in our home. In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature: There was a technical issue that was quickly and easily rectified, but on further...
This post will be published in the weekly newsletter and website of 360 magazine but appears here first for the benefit of CXPA members. Some people who take the top job in a company begin by conducting interviews with journalists who profile them about their vision and strategy. Many...
The Scotland CXPA Network is a local community of CX professionals to connect, learn, and share ideas and best practices with each other. We welcome you to stay connected in this online space in between your in-person events planned by CXPA volunteers. We can’t wait to welcome you at our next...
Platinum
Gold
Silver
Bronze