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Five Fails to Avoid with Your VoC Program

Not seeing the results or improvements you expected to see from your customer listening efforts?

Today's VoC Program Challenges

As we wrap up 2017 and think about how we're going to do things better or differently in 2018, I tho...

How to Drive Customer-Centric Culture

Here is another video from the Customer Experience Summit and the CX Talks gathering in Atlanta Octo...

Your brand is only as strong as your weakest link

So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought...

The Evolution of experience

Here is one more exciting video from the Customer Experience Summit and the CX Talks gathering in At...

Emotions Matter - Understanding Customer Emotions to Improve Loyalty

Here is one more exciting video from the Customer Experience Summit and the CX Talks gathering in At...

Everyone Agrees, so why are we not customer-centric?

A must watch video from the Customer Experience Summit and the CX Talks gathering in Atlanta October...

Outside-In vs. Inside-Out Thinking

In the world of customer experience, what's the difference between outside-in and inside-out? 

Should You Invest in Customer Experience?

ROI is still our favorite "three-letter word." Nothing wrong with that!

The Elusive ROI of Customer Experience

Have you been able to prove the ROI of focusing on the customer experience to your executives?  

The Economics of the Customer Experience

Not all returns from your customer experience investments are financial. Will that scare your execut...

Can't Get to Future State without Knowing Current State

  As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps:

Validating Your Journey Maps for #CX Design Success

  In a post from last week, I wrote about the most-basic and most-important rule of customer journey...

Moments of Truth

Do you know the moments of truth for various tasks customers attempt to achieve with your organizati...

The Most Important Rule of Journey Mapping

Creating a customer journey map is an important first step when it comes to your customer experience...

6 Bonus Myths of Journey Mapping

Get the journey mapping process right, and you'll reap the rewards for a long time to come!

5 Myths of Journey Mapping

Journey maps are a catalyst for change. But only when done right!

How to create a better Customer (and) Employee Experience - By Shep Hyken

Last year in October I attended in the National Customer Service Week in the UK, it was October 6 an...

Creating Customer Loyalty through emotional bonds

The foundation of your company is your customer base. Without customers, your company will soon fold...

The Business Impact Of Customer Experience: Finding a Disciplined Solution With the NPS Program

Customers might seem easy to figure out, though they're far more complex than you've perhaps estimat...

The Customer Experience: It's A Journey Not A Moment

 

What is Customer Experience? #1

Why Aristotle was wrong, and most management fails.

Essential CX questions to help you survive 21st century business.   (Less than 7 minutes reading) Ou...