Survey fraud is a serious problem
Survey fraud is a genuine problem that affects the customer experience (CX) industry and undermines the credibility of research data. In …
Survey fraud is a genuine problem that affects the customer experience (CX) industry and undermines the credibility of research data. In …
What is the definition of customer experience? There are a few floating around out there. Here is a great one …
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Here is some great insight from Annette Franz. Annette is founder and Chief Experience Officer of CX Journey Inc. …
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As the …
This is almost invaluable: And leave it up to Seth Godin to say it. People (and customers) know when we care …
The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …
How important is it to provide our customers a seamless experience? Is the experience they have today better that it …
Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
Is customer experience an art or science? It is part art and part science and a whole lot of social …
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience? It is not to spend a …
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …
When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …
What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …
The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …
You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …