There’s a common phrase, “Happy Employees Bring Happy Customers.” It is true because when people feel valued and
Want Happy Customers? Focus On Employees First
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Doing CX Right Blog
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Practical Advice To Walk The CX Talk
According to a report released by Field Technologies in November, improving customer experience was reported as the #1 strategic initiative for 76 percent of service organizations surveyed. While some of these field service organizations are really embracing CX and...
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.
Voice of Customer (VOC) & Law Enforcement
Getting the voice of customer (VoC) is important to inform business decisions. It also applies to law enforcement too.
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
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.
Insightful CX Conversations with Diane Magers
Best in class brands succeed because they intentionally focus on the human and emotional elements of business. Read my interview
How To Infuse CX Into Your Company Culture
What is company culture, why is it important and how does customer experience play a role? Read my article for the answers to these questions and more.
How To Turn Mistakes Into Positive Customer Experiences
No company is perfect. Inevitably, employees will make mistakes. The impact of those mistakes on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. I encountered a situation that reinforces the importance of customer...
