Change vs. Transformation
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ImprintCX
Brand Management: What’s Customer Experience Got to Do with it?
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
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DO YOU STILL NEED SALESPEOPLE?
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
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How Clare White CXAD (dip) 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? As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the
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It’s No Longer Your Story: Why Marketing Needs A Dramatic Makeover
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
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How Sean McDade, Ph.D 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? Listening to your customer, ideally in real-time, after interactions with a company provides unfair advantages that most companies do not take advantage of. Continuously listening
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