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Doing CX Right BlogResults for "customer journey"
Stacy Sherman shares actionable tips on Voices of CX about how to engage customer-facing employees to deliver customer excellence.
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...
Over the years, we often hear “the customer is always right.” While “always” may not really be the case, companies are going out of their way to please customers to fuel business growth. This is especially true during Covid19 where social distancing is required and creating customer happiness
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur
You’ve probably seen signs in restaurants, hotels, and other locations requesting customers their experiences. It is
There are valid reasons for and against tying Net Promoter Score (NPS) to employee compensation as the Wallstreet Journal explains.
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 wonder why sales goals are not attained post-launch
Whether you are new to CX or looking to expand your current knowledge, understanding what, when, how to develop personas is an essential activity to serve your customers better. Knowing what personas are not is equally important so that you can create desired outcomes versus hinder them.