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. What are the weak signals?

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

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. Companies develop new products and services.

Policies 146

Policies Innovation Video Employee Experience 146

CX Journey

AUGUST 19, 2014

Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Albert Einstein.

Policies 162

Policies Culture Employee Experience Video 162

CX Journey

JULY 5, 2016

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. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

CX Journey

JUNE 17, 2019

What that spells is a lot of opportunities for employees to take part in this journey! Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints. You cannot attempt to copy another company's culture to serve your needs and your customers' needs. Customers change.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

ShepHyken

OCTOBER 27, 2023

Transparent Pricing and Flexible Agreements Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services. Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line

Customer Experience 61

Customer Experience Sports Innovation Feedback 61

CX Journey

JUNE 17, 2019

What that spells is a lot of opportunities for employees to take part in this journey! Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints. You cannot attempt to copy another company's culture to serve your needs and your customers' needs. Customers change.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83