“I’M ALREADY DOING IT.’ THE FOUR MOST DANGEROUS WORDS IN CUSTOMER EXPERIENCE.
“I’M ALREADY DOING IT.’ THE FOUR MOST DANGEROUS WORDS IN CUSTOMER EXPERIENCE. Read More »
CX Leadership
Customer Experience: The Keystone for Business Success
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
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Cultivating Change Resilience with Active Engagement
A few years back, we launched a nationwide study of over 30,000 adults, employed full- or part-time, to better understand employee engagement. We gave participants a list of statements to explore what factors played the most significant role in their engagement at work. The study’s results added depth to our previous work that showed engaged
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The RIGHT Customer Is ALWAYS Right
“The right customer is right, and many customers are taking advantage in ways that are very much not right. Running a business with such over-sweeping statements is not only unhealthy and unprofitable, it creates significant pressure on employees who are forced to chase such generalized clichés that are disconnected from their reality. As such, they
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