In a previous article, “CX – It Takes a Village,” we addressed five common obstacles to CX success: lack of ownership, support, and resources; organizational siloes; CX not seen as transformational; a one size fits all approach; and lack of connection to business outcomes. Another common pitfall of CX programs occurs when companies devote most of […]
Inspire Employees to Embrace Change Read More »
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
Cultivating Change Resilience with Active Engagement Read More »
“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
The RIGHT Customer Is ALWAYS Right Read More »
The recent PWC report “Experience is everything: Here’s how to get it right” validates many of the principles leading global CX authority Lior Arussy has consistently expressed long before others spoke about them. Almost a decade ago we used to joke and say, “A fool with a tool is still a fool.” In most cases
Technology: Experience Super Drug? Or Placebo? Read More »
Customers are and always have been different and segmented. Do airlines treat their 100,000-mile fliers the same as those who fly a couple of times per year? Should a luxury car manufacturer treat their $200,000 customers the same as their $50,000 customers?
The Next Evolution in Customer Experience – High Impact Customers Read More »
Ten years ago, I wrote an article for The Hub declaring that an insight statement does not include a percentage symbol. While that may be glaringly obvious to anyone who has been in the market research industry for a while, it was an “insightful” enough opinion at the time that the article was published and
Help! My NPS is Falling! Read More »
I am often asked what I do for a living. I usually say that I am a customer experience and employee engagement consultant. This is immediately followed by: What does that mean? I explain that I help companies evaluate the experiences they deliver to their customers and then work with them to help improve those
Customer Experience: A Simple Term Made Complex Read More »
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