Excellence is a lofty goal. With that in mind, we’ve been publishing a series of blog posts on CX excellence. We started in January with The Path to CX...
Excellence is a lofty goal. With that in mind, we’ve been publishing a series of blog posts on CX excellence. We started in January with The Path to CX Excellence (very aptly titled), and followed that in March with The Path to CX Excellence for B2B Marketers and The Path to CX Excellence for Sales Professionals. In April, we featured The Path to CX Excellence for Field Service and The Path to CX Excellence for Service Organizations, and then May brought Path to CX Excellence...
Excellence is a lofty goal. With that in mind, we’ve been publishing a series of blog posts on CX excellence. We started in January with The Path to CX Excellence (very aptly titled), and followed...
For better or worse, I’m what’s colloquially known as an elder millennial. I’m not part of the oft derided group that grew up staring at screens. I’m the part...
For better or worse, I’m what’s colloquially known as an elder millennial. I’m not part of the oft derided group that grew up staring at screens. I’m the part of the generation that came just before. My coming of age straddled the cusp of technology’s proliferation to the extent that we experienced the before and after effects rather uniquely. For example, before college, I had computer classes, but not computers in class. And when students started to use laptops as their...
For better or worse, I’m what’s colloquially known as an elder millennial. I’m not part of the oft derided group that grew up staring at screens. I’m the part of the generation that came just before....
Humans are hardwired to view uncertainty as a risk. It’s called the fight-or-flight response, and it’s part of our genetic make-up. This survival mechanism is...
Humans are hardwired to view uncertainty as a risk. It’s called the fight-or-flight response, and it’s part of our genetic make-up. This survival mechanism is brought on by a combination of stress as a reaction to life-threatening situations. Over the course of humanity, we have evolved in a variety of ways, but the fight-or-flight response remains. It’s part of the human existence. Our stress triggers have changed greatly, but to adapt to this response, we have also evolved...
Humans are hardwired to view uncertainty as a risk. It’s called the fight-or-flight response, and it’s part of our genetic make-up. This survival mechanism is brought on by a combination of stress...
In today’s Experience Economy, customers expect a seamless brand experience across all channels. To meet this demand, companies are investing in their digital...
In today’s Experience Economy, customers expect a seamless brand experience across all channels. To meet this demand, companies are investing in their digital customer experience strategy. However when it comes to content, 84% of companies struggle to manage content across the enterprise. A scary question to ponder is ‘How much does bad content cost companies and damage brand reputations?’ As customer expectations continue to increase, companies must prioritize content...
In today’s Experience Economy, customers expect a seamless brand experience across all channels. To meet this demand, companies are investing in their digital customer experience strategy. However...
My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’...
My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’ experiences (CX). One point of view we share is that brands today need to think about customer experience as the key point of differentiation to successfully attract, retain, and grow long term customer relationships. How every brand can have best-in-class experiences and set itself apart is unique for each organization....
My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’ experiences (CX). One point of view we share...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer service agents, one thing is certain: these strategies will play a significant role in the future of the customer experience. While COVID-19 has forced many organizations into a WFH strategy – and a crash course in digital transformation – some organizations were already on this journey. As we move past COVID-19,...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer service agents, one thing is certain:...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number,...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number, carefully select your path through a maze of options, and explain your problem. This can take a while. You then find out that you have to be transferred to someone else and have to repeat everything you have just told the first representative you spoke to! Being the customer experience diva that I am, I have no problem...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number, carefully select your path through a maze of...
The California Consumer Privacy Act that went into effect on January 1, 2020. If you’re a brand or company, it’s only natural to ask: “What exactly is the CCPA...
The California Consumer Privacy Act that went into effect on January 1, 2020. If you’re a brand or company, it’s only natural to ask: “What exactly is the CCPA and how does it impact me?”
Five years ago, a peer of mine opened a yoga studio with her husband. Within a year, their business grew to a point where her partner was able to leave his...
Five years ago, a peer of mine opened a yoga studio with her husband. Within a year, their business grew to a point where her partner was able to leave his investment banking job and focus fully on their joint venture. That success was interrupted this year by COVID-19, which forced the studio to close its physical doors. But they didn’t shut down operations. They pivoted to an online, stay-at-home service model with subscriptions for live and on-demand classes. This change...
Five years ago, a peer of mine opened a yoga studio with her husband. Within a year, their business grew to a point where her partner was able to leave his investment banking job and focus fully on...
