Five Customer Experience Strategies You Can Implement Now.
April 7, 2014 by Jeff Morris in category CXWe believe building a Customer Experience focused organization involves four stages: 1) Culture. 2) Understanding. 3) Design. 4) Training. Every customer experience is individual. For example, on most airline flights, the customer experience for a first-class passenger will differ from those in coach. Two customers in coach may have very different experiences on the same […]
0 0 Read moreLeadership Lessons Born From Madness
March 25, 2014 by Jeff Morris in category UncategorizedIn my career, I’ve had the opportunity to work with many professional athletes–football, basketball, baseball, even auto racing. I’ve liked working with most of them, but the ones I’ve admired were the ones who maintain the fire. They don’t allow themselves to be burdened by the politics or economics of a sport they love. They just get […]
0 0 Read moreSo…why have you not adopted a Customer Experience culture?
March 24, 2014 by Jeff Morris in category CX, Employee Engagement, LeadershipIn 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 […]
0 0 Read moreYour success depends on your customers, not your product.
January 8, 2014 by Jeff Morris in category CX, LeadershipA 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 […]
0 0 Read moreCustomer Experience May Not Be What You Think.
December 7, 2013 by Jeff Morris in category CXThe 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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