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When Employees L❤️VE Their Job, Customers Feel It!
While there are many ways to create positive emotions to fuel brand trust, loyalty, and referrals, customer satisfaction starts with
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How To Create WOW Moments For CX Success. (Try This Easy Technique)
Over the years, I've been speaking and writing about the importance of experiences and creating Wow Moments to drive
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10 Impactful Ways To Authentically Thank Employees
It’s no secret that happy employees yield better business results. There's a lot of research indicating customer satisfaction
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How To Leverage “Smiles & Frowns” To Improve Customer Experiences
You've probably seen signs in restaurants, hotels, and other locations requesting customers their experiences. It is
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The Great Debate: Should Employee Paychecks Be Linked To Customer NPS?
There are valid reasons for and against tying Net Promoter Score (NPS) to employee compensation as the Wallstreet Journal explains.
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5 Inspirational Ways To Increase Your CX Skills
People often ask me for advice on how to increase their CX skills. They want to understand more about the customer
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How To Humanize Customer Experiences In The Digital Age
Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a
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Why The Best CEOs Invest In Customer Experience
Some companies consider investing in Customer Experience (CX) as an afterthought, while other brands dedicate
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What Makes Customers Brand Loyal? (Hint: It’s Not Price)
The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was
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5 Communication Tips To Improve CX + EX
Communications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is said.
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“Is Net Promoter (NPS) Score Misleading?” My Views About WSJ Article
There's an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not "Net
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CX Example That Stands Out Above The Rest
I'm constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee
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Want Happy Customers? Focus On Employees First
There's a common phrase, "Happy Employees Bring Happy Customers." It is true because when people feel valued and
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Yelp & SMS Turn Restaurants Experiences From Mediocre To Great
How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time?
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B2B versus B2C. Which Matters More For CX?
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer
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Why You Should Care About Employee Experience
Employee experience starts well before the employee signs on the dotted line. Consider that your candidates may already
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The Power of Wow Moments & CX Impacts
My Customer Experience (CX) obsession started when I received a package in the mail. I was not anticipating a box labeled, “To Stacy, From Stacy.”
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5 Ways To Use Social Media To Improve Customer Experiences
While the benefits of social media marketing may be common knowledge, business leaders don't realize and capitalize on social media as a useful source of "voice of customer" (VOC) data. Unstructured...
Are You Guilty Of 10 CX Mistakes?
Customer friction can be a key factor on why people will abandon a website, leave a store without buying, disconnect from a monthly service plan and more. In past articles,...
3 Actionable Lessons in DoingCXRight
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them...
