Strativity
NOVEMBER 21, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.
Michelli Experience
JANUARY 19, 2018
Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Defining Employee Engagement. How Can We Measure the Impact of Employee Engagement?
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Experience Investigators by 360Connext
JULY 28, 2020
Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.
Michelli Experience
JANUARY 6, 2016
I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?
Michelli Experience
DECEMBER 27, 2016
One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.
Michelli Experience
JANUARY 4, 2017
Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.
Storyminers
DECEMBER 22, 2017
If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. First, there are concepts you need to get right internally: Your Customer Experience strategy.
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