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CXPA Livestream: Beyond Service - Using Empathy to Improve CX

"Empathy" is a key part of creating a better experience for customers, yet many still think of it only as it relates to customer service. How is empathy important to other aspects of CX, like experience design and customer communications? Can empathy be taught? And can barriers to empathy be...

 01-27-2021 | 02:00 PM - 03:00 PM ET


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
Don't excuse it...solve it

Customers don’t care about why you can’t get it done; they just want you to get it done. Before you say that that sounds unfair, I’m not suggesting they want you to defy the laws of physics and make the impossible possible (well… usually they don’t). Let me give you a small—yes, trivial ...

Nicholas Zeisler,CCXP's profile image

Blog Entry
The Five Rules for Affecting Real Culture Change

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don't change your culture, they won't work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty...

Colin Shaw's profile image

Blog Entry
Engendering a risk-taking culture

Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an organization is to foster and encourage creativity and curiosity. That’s surely a good start, but where the rubber really meets the road and...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Building a Customer-centric culture

Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process...

Nicholas Zeisler,CCXP's profile image

Blog Entry
To Improve CX in Unusual Times, Stop Writing the Usual Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” ...


Blog Entry
Do You Trust Your Customers?

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That...

Nicholas Zeisler,CCXP's profile image

Blog Entry
"Treat your employees right" is more than just 'feel-good' rhetoric

The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they're...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Former NFL Coach Daron Roberts Shares the Playbook for Developing Empathetic Leaders

Daron Roberts has a mantra that he preaches to his organizational clients and his social media followers: “Stay in the deep end.” The connotation is simple—life’s deep end can be scary, but that’s where growth and change happens. But, as Daron knows, simple to understand does not equal...

Gabe Smith,CCXP's profile image