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 51

Innovation Competitive Advantage Metrics Culture 51

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 56

Customer Experience Workshop Sports Innovation 56

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.

Innovation 58

Innovation Webinar Employee Experience Culture 58

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 47

Customer Experience ROI Return on Investment Customer Experience Professionals 47

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.

Culture 64

Culture Employee Experience Leadership Innovation 64

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 59

Customer Experience Management Culture Customer Centricity 59

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26