how-to-deliver-a-united-one-company-experience 
Customer Bliss
DECEMBER 12, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Here’s a “hot potato” experience you may have had. Make Mom Proud restaurants, instead, choose a teamwork model—where how people are paid doesn’t impact service.
InMoment XI
MAY 4, 2022
We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.
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InMoment XI
APRIL 18, 2023
Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market.
Customer Bliss
DECEMBER 16, 2020
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.
InMoment XI
SEPTEMBER 23, 2021
Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? There’s no better way to retain your customers than through customer experience programs. Key #1: Preserving the Base.
Customer Bliss
NOVEMBER 8, 2019
As a customer experience leader, you need to have a good understanding of your organization’s culture. It is consistent behaviors that give people direction on what to “model.” It’s easier to gain clarity on what these actions should be if you’ve developed a set of core values.
Customer Bliss
NOVEMBER 21, 2019
As you get acquainted with the five competencies and how they come together, your role will evolve as you implement the competencies through the phases of the Customer Experience Maturity Map. Years one through three are what I call the “disruption and blocking and tackling years.”
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