Have employees gone through some “training,” but are never “trained”?
Is it about checking the box called training or is about learning? It is actually about both but many times …
Tag Archives: Continuous Improvement
Why is customer experience important?
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
There is a lot of talk and hype about the “learning organization”. Learning what? Here are some more questions. Please …
Doing something about the data, insight and customer experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Want to better understand customers? Do less quantitative and more qualitative research.
We all want to understand our customers better. Many, if not most of us, have moved to some type of …
Doing something about the data, insight and donor experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Is it time to stop surveying customers?
Over the last few years, it seems as if masses of companies have decided to start “measuring” customer experience. They …
What is our strategy for customer experience continuous improvement?
Customer experience excellence requires an approach that focuses on continuous improvement. This starts with a strategy that supports a goal …
Is it about checking the box called training or is it about learning about how to improve the donor experience?
Is it about checking the box called training or is about learning? It is actually about both but many times …
Is it about checking the box called training or is about learning?
Is it about checking the box called training or is about learning? It is actually about both but many times …
The Digital Executive: Improving the customer experience so as to never fear it being shared
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
The Digital Executive: Doing something about the data, insight and customer experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
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