Customer Change Employee Experience Management 
CX Journey
JUNE 17, 2019
These well-meaning employees put forth their best efforts to educate themselves and then begin to roll out a strategy that is flawed at best. There’s a New Hire Fail Employees are critical to customer experience transformation success. Employees have to come first. It is the cornerstone of customer-centricity.
CX Journey
JUNE 17, 2019
These well-meaning employees put forth their best efforts to educate themselves and then begin to roll out a strategy that is flawed at best. There’s a New Hire Fail Employees are critical to customer experience transformation success. Employees have to come first. It is the cornerstone of customer-centricity.
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Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Customer-centricity, in short, is not pervasively ‘people first’.
Experience Investigators by 360Connext
JULY 24, 2019
Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.
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.
Qualtrics
OCTOBER 29, 2019
Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Manager and employee (1:1). What kind of questions should managers ask?
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.
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