So…why have you not adopted a Customer Experience culture?

March 24, 2014 by in category CX, Employee Engagement, Leadership

In 2011, Ecoconsultancy’s Multichannel Customer Experience Report discovered that only 20% of companies have worked to design a customer experience. Visionary business leaders might have seen this as an opportunity to surge ahead of their competitors. But three years later, not much has changed. Probably based on the four reasons your competitors have not taken action. So […]

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Your success depends on your customers, not your product.

January 8, 2014 by in category CX, Leadership

A few years ago, I realized there is a certain type of client I truly enjoy working with – insightful leaders. Like a rock and roll star thanking their fans at the end of every show, insightful leaders intuitively understand success is a result of your customer, not your product or service. Insight is defined […]

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Customer Experience May Not Be What You Think.

December 7, 2013 by in category CX

The Customer Experience movement is here to stay. Many of today’s strongest brands were built almost entirely on Customer Experience. Starbucks, Zappos, Amazon, Southwest Airlines, to name a few. As this movement spreads, large companies are creating experience managers and experience committees. In 2012, Oracle president, Mark Hurd, analyzed the customer experience revolution. In his article, Hurd’s […]

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