Top 10: Customer Experience

Top 10 most viewed posts published in the past year, for this category.

What is Customer Value and How Can You Create It?

Value has many different meanings. To some Value means price (what is the value of this car?) to others it...

How to Build a Customer Journey Map that Works

If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. Your search...

5 Ways Customer Journey Mapping Can Transform Your Business Right Now

Customer journey mapping is a technique that is growing in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service,...

The Difference Between Customer Service and the Customer Experience

Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact...

4 Technology Trends Improving Customer Experience in 2016

Customer experience is the one area where a business can truly differentiate itself from competitors. We’re already seeing some exciting innovations in 2016 as...

10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer...

Are You Competing on Customer Experience to Keep Up, Get Ahead, or “Leave a...

Painting is self-discovery. Every good artist paints what he is. —Jackson Pollack Three years ago, MassMutual embarked on a journey to reconnect...

Turning The Disney Way Into Your Way

Bill Capodagli has nearly three decades of management consulting and corporate research expertise. Bill co-authored the best-selling business book, The Disney Way, 3E: Harnessing...

What Nordstrom Does Right With Trunk Club

My clothing shopping typically consists of visits to: The Thrift Store Target Forever 21 While there’s nothing wrong with these stores, as I venture deeper into my 30s,...

The Future of Customer Experience: 10 Predictions for 2016 and Beyond

It’s always interesting to hear predictions and trends for the coming year. For 2016, I’ve elected to share my views on the (fast approaching)...

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