In a recent discussion with Vinay Parmar, I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer. This point is particularly timely, as Beth Karawan 🍩, co-founder and EVP of ImprintCX, highlighted in a recent Women in CX ™ presentation, emphasizing the central role of […]
Customer Experience: The Keystone for Business Success Read More »
As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives
Myths About Workplace Culture Read More »
Global Shared Services (GSS) teams do not have customers in the traditional sense. Still, the Business Units (BUs) they serve have the same expectations as conventional B2B customers: effortless and consistently excellent experiences that allow them to focus more on the customer and provide increased value. However, in the rapidly changing business environment, the original
Can Global Shared Services and Customer Experience Co-exist? Read More »
For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything! If the ultimate objective is profitability — and the purpose of marketing is to influence customers to take action that
Brand Management: What’s Customer Experience Got to Do with it? Read More »
Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. This is the new reality, and for many, it can be a daunting prospect. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert
DO YOU STILL NEED SALESPEOPLE? Read More »
To win customers in this new world, brands have to learn to become part of the customer’s story, rather than the other way around. Here are some steps to become a story inspirer. When I notified them that they compete with drug dealers and not with other teams in the UK premier league, they almost
It’s No Longer Your Story: Why Marketing Needs A Dramatic Makeover Read More »
Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees. — Ed Murphy, Co-founder & President,
THE BRAND EXPERIENCE AND CUSTOMER EXPERIENCE RELATIONSHIP Read More »
With a growing need to demonstrate the value of CX, the adoption of a growth mindset and skills development for existing CX staff and champions should be a priority for every CX leader. Why CX leaders need a growth mindset A growth mindset is characterized by a desire for continuous learning, embracing challenges, and resilience
CULTIVATING A GROWTH MINDSET Read More »
Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization. You also have an opportunity to impact meaningful change as a thought leader who intersects with all the different functions within the business
WHAT IT TAKES TO LEAD CX TRANSFORMATION Read More »
In his recent blog post, Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer, ImprintCX advisor Joseph Michelli explores the role customer engagement (as opposed to customer satisfaction) plays in predicting and driving repeat business and referrals. Customer Engagement Score (CES) is a measure often used to measure SaaS business success, but not widely used across
What’s Your Customer Engagement Score? Read More »
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