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Customer experience teamwork is like a musical instrument. An out-of-tune piano or violin may be a vibrant memory of a poor user experience you've had. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing...
When people look at an end-to-end customer journey map, the severe need for extensive collaboration is obvious. Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., your comp any’s customer experience will always be fundamentally robust or risk-prone per the degree of collaboration in...
“I AM FOREVER walking upon these shores, Betwixt the sand and the foam, The high tide will erase my foot-prints, And the wind will blow away the foam. But the sea and the shore will remain Forever.” Now, more than ever, the opportunity presented to...
Organizations have Goals and Objectives ( OKRs ). They have KPIs ( Key Performance Indicators) to support the OKRs ( Objectives and Key Results ) and all these flow from the Top of the Organization. Employees at the bottom of the Pyramid are expected to Execute in a way that KPIs are always...
Organisations that understand the link between happy engaged employees and happy engaged customers will exceed in the experience economy. Yet Customer Experience (CX) and Employee Experience (EX) strategies are often not aligned to the detriment of both employees and customers. Forrester...
Does your team speak Awesomease? Never heard of Awesomease? 🤔 Well, here you go then… Every now and then we all experience a product or a service that puts your mind at ease by simply being awesome. We love the experience so much, that we go around town talking about it. We...
At the beginning of the pandemic, amongst the barrage of COVID-19-related emails I received from various companies (Hello, “unsubscribe”), one stuck out as noteworthy: an email from my mortgage company titled “ Important Coronavirus Information about Your Loan ”. Curious, I opened it, only to...
Oops, we did it again! We’re solving the wrong problem with employee workplace experiences. When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers. Some restaurants simply took their in-person menus and put the food...
A fundamental truth that shapes how employees behave at work is People do what is measured, incented, and celebrated . So, if your organization is struggling to understand why it isn’t delivering a better customer experience, it might be time to review what metrics get the most attention and...
Emotions play a huge role in the overall customer experience. Many would argue that emotions are really the foundation of the experience and drive advocacy and future purchase decisions. I’m fully on board with that. So the question then becomes, “What do you want customers to feel as they...
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