CX Journey

OCTOBER 5, 2017

Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. Customers change. Customer needs, desires, and expectations change. It's impossible.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Blake Morgan

NOVEMBER 8, 2022

Differentiating not just on innovation, but on customer experience. LoveSac founder and CEO Shawn Nelson isn’t afraid to adapt and try new ideas to meet customers’ changing demands. But as buying habits changed, the company converted its stores to inventory-free showrooms and became a completely DTC brand.

Innovation 59

Innovation Customer Centricity Competitive Advantage Social Media 59

Blake Morgan

MAY 17, 2023

To succeed in customer experience, companies must have strong leadership from a CEO who understands and values the importance of customer experience. A Culture of Customer Focus Starts from the Top A customer-centric culture is only possible with a customer-focused leader.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

C Space

SEPTEMBER 11, 2019

Charles Trevail, CEO of C Space and Interbrand, delves into the recent changes in consumer behavior, and why, because of these changes, brands have more room to play than ever before. Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. You’d think.

Brands 40

Brands Competitive Advantage Customer Centricity Consumers 40

Chattermill

MAY 12, 2019

Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56