Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class
The Great Debate: Should Employee Paychecks Be Linked To Customer NPS?
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Doing CX Right Blog
Employees, Culture & Leadership
Expert Views On Building A Customer-Centric Culture
What is company culture? Why is culture important? Who owns it, and how does customer experience play a role?
14 Effective Ways To Celebrate CX Day (and beyond)
Have you heard about Customer Experience / CX Day? It is a real day. I did not make it up. I am passionate
Why The Best CEOs Invest In Customer Experience
Some companies consider investing in Customer Experience (CX) as an afterthought, while other brands dedicate
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.
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
Women Leadership & Customer Experience
There’s an increasing amount of conversations about both customer experience (CX) as well as diversity
Want Happy Customers? Focus On Employees First.
There’s a common phrase, “Happy Employees Bring Happy Customers.” It is so true! When people feel valued and
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?
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
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.
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 field and studied Customer Experience topics for many years, I can tell you how to be truly customer-centric and not just say it.
