You’ve probably seen signs in restaurants, hotels, and other locations requesting customers their experiences. It is
How To Leverage “Smiles & Frowns” To Improve Customer Experiences
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Doing CX Right Blog
Results for "customer journey"
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.
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 wonder why sales goals are not attained post-launch
Customer Personas…What’s All The Hype?
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.
Important Lessons In Retaining Customers
Loyalty programs are a great way for companies to motivate people to return and buy again and again. Customers will continue subscribing or purchasing especially when they can earn points that are redeemable for products and services they perceive as valuable. It is the basis of how many consumers choose airlines, hotels, restaurants, credit cards and much more.
Satisfaction Is Based On An Entire Experience, Not A Single Interaction
There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return.
Does Love Belong In The Workplace?
Does love belong in the workplace? Not romance. I mean genuine, professional love. Strategic love. The kind that creates positive emotional connection at every interaction. Many leaders say no. I say yes. Here’s why and how to boost revenue and brand reputation the right way.
Waymo’s Recall and Newark Airport’s Shutdown Reveal a CX Lesson No Industry Can Ignore
Waymo’s self driving car recall and Newark Airport’s shutdown reveal a lesson every business needs: When tech fails, your response, communication, and CX design must be ready. Learn three actionable strategies you can do right now.
Top CX & EX Lessons from “Medallia Experience” You Need to Know
Read Stacy Sherman’s actionable takeaways from “Medallia Experience” event to stop employee frustration, improve customer outcomes & increase profits.
AI Isn’t Just For Software: Bold New World Of Product Personalization
AI fuels innovation, accelerates development, and transforms product personalization. One company proves how it’s done right. Learn valuable lessons from Stacy Sherman and Ben Weiss on strategies to outperform your competition.
