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On Metrics and Complacency

CX Journey

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 88
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On Metrics and Complacency

CX Journey

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 80
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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. This book functions as a blueprint for using the feedback collection process to improve company culture and drive customer loyalty.