Doing CX Right BlogWHAT YOU DO TODAY IMPACTS YOUR TOMORROWS. KEEP LEARNING & Doing cx right.
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place.
Happy employees fuel happy customers. This statement may sound strange but it is true. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are many answers to this question, but one that is common across all industries relates to company culture. How brands make people feel directly impacts...
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme
ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken
Have you ever read a book that really moved you and impacted your life more than any other? For me, it is
(Originally published in March 2019. Updated in 2020).
There’s an increasing amount of conversations about diversity and inclusion, and I love it! It’s actually possible that the next generation, including my own daughter, will have
Customer Experience is NOT a fad. It’s here to stay and in fact, CX is a booming profession. I am thrilled because it means people care to create satisfaction for the greater good. Tons of companies are recruiting more than ever to fill CX job functions. More universities are expanding
(Featured in Forbes, March 2020.)
Making intentional changes in our personal and professional life is not easy, yet everything is possible. I’m sharing my personal story and lessons learned to help you achieve your goals.