Category: CX

5 customer experience mistakes
entrepreneurs can avoid.

August 21, 2014 by in category CX

Man, I love entrepreneurs. There is no group more fun to hang out with. As a member of Entrepreneur’s Organization, I hang out with entrepreneurs regularly. Every one of them is full of passion, energy and contagious excitement. For most, their drive is the uncompromising belief that the old way of doing things must be […]

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The Schizophrenia of Financial Services
Customer Experience.

June 28, 2014 by in category CX, Marketing

Remember the old Oscar Meyer Weinermobile? They’d park this cylindrical spectacle at the local mall and hand out weiner whistles to the kids. It was a novelty and, most likely, holds a place in the marketing Hall of Fame. But it was for hot dogs. Not financial services. Recently, I saw a local bank with […]

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Here’s why customer experience matters.

June 16, 2014 by in category CX

Here’s an interesting (and robust) list of reasons why companies should be interested in building a customer-focused business. (As compiled by Return on Behavior  Magazine) Facts about customer experiences and referrals 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services A dissatisfied customer will […]

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How To Create A Customer Driven Culture (Turning Learning Into Action)

June 3, 2014 by in category CX

If you had an opportunity to attend the Gartner Customer 360 event, your head was probably swimming (like ours) over all the opportunities to enhance customer focus for your organization and creating a customer driven culture. But it’s one thing to learn and another to take action. In this series, we provide our thoughts on […]

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Why Your Customer Experience Efforts May Be Stalled: Employee Experience.

May 17, 2014 by in category CX, Employee Engagement

Employee engagement is often seen as the holy grail of organizational enlightenment. No surprise there. After all, the studies you see publicized paint a grim picture. Take Gallup’s State of the American Workplace study, that points out only 30% of employees are engaged, while 52% are disengaged and 18% are actively disengaged (meaning they’ve taken action like looking for […]

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Accelerate Sales & Lead Generation Through Customer Experience.

May 6, 2014 by in category CX, Sales

The other day, I found myself trying to convince my daughter to knock out her PE credits in summer school so she has room in her schedule for other “cool” classes during the school year. (Yes, I used the word “cool” and received the same exaggerated eye roll many of you are probably doing as […]

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Avoid These Customer Experience Shortcuts

April 22, 2014 by in category CX

I’m a blue slope skier. I’m not a bad skier, I just prefer taking my time and soaking in the scenery over shrieking like a chimpanzee on fire as I create a yard sale of ski gear strewn down the slope. Once, while skiing with a good friend (who remains a good friend, even after […]

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Employees like Joel can give you quite a reputation.

April 14, 2014 by in category CX, Employee Engagement

When you hear the name Nordstrom’s, what comes to mind? Shoes. Clothing. Quality. Yes, but chances are your first thought was great customer service, right? Many of us have heard the Nordstrom’s legends of extreme customer experience. The first one I ever heard was about a man who went into the Nordstrom in Anchorage, Alaska, […]

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Five Customer Experience Strategies You Can Implement Now.

April 7, 2014 by in category CX

We 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 […]

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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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