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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...
Want To Advance Your Career? Get CX Certified.
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and...
Mobile Apps Can Be A Brand Differentiator Unless UX Goes Wrong
"Apps convert 3x better than Mobile Sites," UNLESS there's a bad user experience (UX) which happened to me.
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Is Your Return Policy Seamless & Customer-Centric?
Return policies impact shopper experiences. Read the facts & learn 5 best practices you can do now to attract new customers and keep them loyal.
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Outside-In vs. Inside-Out Thinking
In the world of customer experience, what's the difference between outside-in and inside-out? Learn the difference and why it matters.
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NPS Survey Question – Should It Be First Or Last?
I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To...
“VOC” Takes On New Meaning
Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of...
How To Get “Voice Of Customer” & Apply Best Practices
Getting customer feedback is an essential part of conducting business. I’ve seen too many companies developing new products and features without asking customers directly what they want upfront, and then...
How To Walk The CX Talk
According to Forrester, "84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX." Why is that? Having worked in the...
A Case of Doing CX Wrong
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly.
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