3 of the WORST Customer Experience Metrics
Sure, information is great, but if you’re tracking the wrong things it’s the garbage in-garbage out model that leads to poor experiences, frustrated customers, and negative word-of-mouth.
Social Media Forecast: 5 Changes in the Social Customer Climate
We’re almost at the end of summer already, folks! Is your social media strategy ready for what’s coming next? The social customer experience continues to change at a dizzying pace. Don’t be caught off guard! What’s in our social media forecast for […]
The Outstanding Characteristic of Successful Customer Experience Mapping
I’ve become a fan of live theater. A year ago, I would have never uttered those words. I didn’t think I could have an equally rich experience compared to people who could hear. Even to this day, it’s not everyday […]
Customer Experience Strategy: Your Journey to Enlightened Leadership
What’s the process like? It’s a common question we get regarding what we do. There really isn’t a perfect one-size-fits-all solution to creating a customer experience strategy that gets results, but there are different options for organizations who take customer […]
4 Ways to Change Organizational Perspective on Customer Experience
I don’t really have a problem with the fact large organizations need departments, divisions or even small companies. It’s the way they speak of it that bothers me.
5 Leadership Biases that Hinder Success in Business
There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. The company wants to turn a profit. The customer wants to pay the lowest price […]
Social Media Innovation at the Hands of the Users
Have you heard of Jelly yet? The idea, as outlined in the promotional video, is simple. Using the app on your mobile device, snap a picture of something, or find it on Google, and ask the Jelly community a question about it. Walk […]