Shep Hyken’s 24 CX Must Stops in 2024
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CX Strategy
How Ed Murphy Made Their Mark
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? Having been in consumer research for many years, I always value data and consumer insights. My 15 years in CX have taught me two key
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How Beth Karawan Made Their Mark
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
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THE BRAND EXPERIENCE AND CUSTOMER EXPERIENCE RELATIONSHIP
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,
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CULTIVATING A GROWTH MINDSET
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
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WHAT IT TAKES TO LEAD CX TRANSFORMATION
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
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What’s Your Customer Engagement Score?
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
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Why Gratitude Is As Important As Revenue
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
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