Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. Think about adopting customer journey thinking.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Voice of the Customer Renovations. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Qualtrics

JANUARY 22, 2021

I learn by trying to understand why things happen, why people behave the way they do – whether they’re customers, employees, or executives – which helps me understand why organizations act the way they do. I can often anticipate the impact of moves before they happen,” Bruce noted. Deal with the world as it is, not how you’d like it to be.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26