Customer-Centric Culture Barriers and Ways to Address Them
“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We…
Are You Undervaluing Your Customers?
It’s time to start measuring and managing their worth. The true purpose of a business, Peter Drucker said, is to…
Total Experience starts by breaking the outer silos between customers and employees
1. PREFACE Anyone working in the customer experience field knows that once you start digging deeper you realize that customers…
The CX driven Operating Model
Going beyond the CX strategy The most common technique associated with CX is customer journey mapping and persona profiling, but…
Customer Experience Metrics Aren’t Enough: Storytelling Is Your Superpower
Strong customer experience leads to business growth, but it’s up to CX leaders to tell the right story. A large…