6 Questions (and 4 Best Practices) to Guide Your CX 2021 Initiatives
How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX...Hearing Your Customers Isn’t Enough: The Real Key to Solving Customer Churn Lies in How You’re Listening
“It’s easy to set up a listening post on social media or another channel, but quite another to gather feedback, internalize it and put it toward transformative change.” When I first read that comment by Jennifer Passini, I had two immediate reactions: I disagreed...Stop Overlooking the Most Powerful CX Tool You Have: Your Own Mindset
No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured. As consumers were increasingly disappointed by the brands they patronized, they...5 Super Smart, Deceptively Simple Rules for Tackling Your CX Reboot
After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today. For most, this will lead...Follow Us
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