Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? Remember that the strategies and programs we develop are for humans, real people with real issues and genuine emotions. Q: What is your best piece […]
How Beth Karawan Made Their Mark 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 »
In business, there are two things you can’t have enough of. The first one is obvious and known to all: revenues. Ask any business owner or salesperson, and they will share with you this harsh truth. It seems like an endless pursuit of an ever-increasing revenue target with very few breaks in between. Just as they meet their target, a new, higher
Why Gratitude Is As Important As Revenue Read More »
There are various reasons change programs fail. A few years ago, we asked 422 executives from companies of all sizes and industries about their change initiatives. The participants were asked to list the reasons they believed their initiatives failed. Surprisingly, 62% cited poor communication, 54% claimed insufficient leadership sponsorship, and 50% blamed organizational politics or
Cultivating Change Resilience with a Core Cause Read More »
Want the early scoop on industry news, workshops & events? Sign up for occasional updates. We hate spam as much as you do, so we’ll keep it on topic.
