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3 Steps to Improving Customer Loyalty (Sponsored Webinar by Quadient)

Today, we are in the ‘Age of the Customer’ where the customer is in control of the information they want, when they want it and through the channel of their choice. The days that customers were won solely at the point of purchase, are now over. Customers want personalized communications with a...

CXPA Sponsored Webinar by Quadient_ 3 Steps to Improving Customer Loyalty.mp4

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Blog Entry
Unwound and Wound Up at the Customer Experience Professionals Association Insights Exchange

The US CXPA Insight Exchange in Phoenix proved to be a phenomenal place to relax and gain some awesome CX best-thinking in a beautiful setting! We were able to connect with our “tribe” and continue build our community of personal and professional cheerleaders and champions. The connections we...


Blog Entry
SMART Customer Experience Management

“Hard work does not guarantee success, but no success is possible without hard work” - Dr. T.P. Chia. This quote is applicable to school, work, sports, relationships and all sorts of life dimensions. But what needs to be done besides hard work to guarantee success? Opportunity, luck,...


Blog Entry
Understanding the Customer Experience Journey

In this article, we’ll explore how understanding the customer experience journey can help you make insightful discoveries that positively impact your bottom line. It’s All About Context A recent McKinsey article talked about how some companies struggle with collecting,...


Blog Entry
Pop-up project reveals the current status of customer orientation in Finnish Boards of Directors

An interesting Pop-up project called ‘Customer Advocates on Board’ is currently ongoing in Finland. The purpose of the project is to boost discussion about the significance of customer experience as a strategic topic for companies, with specific emphasis on its role in Boards of Directors. ...


Blog Entry
Business-to-Business Customer Experience Advice Highlights

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way...


Blog Entry
What the CEO Really Wants to Know About Your CX Plans

There may be no other step in the CX journey that causes more angst among CX champions than having “the talk.” You know, the one where you go to your CEO and tell them about this great idea you have that’ll solve everything if you can just have a little seed money and a couple of co-conspirators...

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Blog Entry
Does a Better Customer Experience Lead to an Improved Botton Line? YES...BUT...

The December 2015 issue of CRM Magazine included a single-page article from Forrester’s Harley Manning titled Can Better Customer Experience Improve Your Bottom Line? The answer to the question was YES, but it depends on the industry you are in and whether customers are trapped or free to...

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Blog Entry
Is Your Company ‘Ready’ for Customer Experience?

That might seem like a strange question – especially from someone who gets paid to help companies along their CX Journey. But it’s an important one to ask. Here’s why: CX Design is different from other customer-facing initiatives. Advertising campaigns come and go. Promotions are short-lived...

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