Customer Change Customer Experience Employee Experience 
CX Journey
JUNE 17, 2019
In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.
CX Journey
JULY 5, 2016
Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements.
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CX Journey
JUNE 17, 2019
In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.
ShepHyken
OCTOBER 27, 2023
She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Focus on Security and Privacy Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.
GetFeedback
AUGUST 14, 2019
Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.
CX Journey
JULY 27, 2017
"We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers? So, question everything.
CX Journey
AUGUST 19, 2014
Have you heard of the Five Monkeys Experiment? It''s not clear if this experiment really happened or not; many refer to it as a fable or parable, but it''s interesting and thought-provoking, nonetheless. In case you haven''t heard of this experiment yet, I''ll introduce you to it. Companies change. Employees change.
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