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.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

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.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

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.

Customer Experience 57

Customer Experience Workshop Sports Innovation 57

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

Kustomer

JUNE 17, 2021

A proactive approach gives companies a huge advantage over the competition because it shows the customers how much the brand cares about their experience and what they’re willing to do to keep them around for the long haul. Employee Experience: The Missing Ingredient. This is just as important as CX in many ways.

Sales 99

Sales Employee Experience NPS Banking 99

Forrester's Customer Insights

OCTOBER 4, 2022

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

Customer Change 48

Customer Change Measurement Innovation Employee Experience 48

Forrester's Customer Insights

FEBRUARY 1, 2023

Forrester has evaluated 50 European metropolitan regions to help business and technology leaders plug their digital skill gaps.

Technology 26

Technology Customer Change Employee Experience Innovation 26