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10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo...

Lynn Hunsaker,CCXP's profile image

Blog Entry
Inspire Voice of the Customer Actions: 12 Ideas

Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company...

Lynn Hunsaker,CCXP's profile image

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...

Karl Sharicz,CCXP's profile image

Blog Entry
Every Job Exists Thanks to Customer Funding

Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” But...

Lynn Hunsaker,CCXP's profile image

Blog Entry
How Human Resources Can Add Value to Customer Experience Excellence

Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in ...

Lynn Hunsaker,CCXP's profile image