Lynn Hunsaker: How Customer-Centered Marketing Steps Up Your Performance and Influence

6 Digital Experience Mission-Critical Trends

Digital experience in today's 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and...

Acquisition Addiction’s Impact on Customer Experience ROI

Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching...

Customer Journey Insights Increase Marketing Impact

Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers'...

Marketing’s Role in Employee & Customer Experience Journeys

Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation...

Is Your Customer Engagement Really Customer-Centric?

Customer engagement can yield short-term or long-term rewards or penalties. Are you tracking all of these? Short-term rewards: uptick once or for one period...

Customer-Centric Marketing: Align for Growth

Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital...

Customer Experience Strength Depends on Being Customer-Centered

Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a...

What is Customer-Centricity DNA?

What is customer-centricity DNA? Can you develop it, or must your business be "born" with it? DNA means "the fundamental and distinctive characteristics or...

What is Customer Experience Value Creation?

Customer experience value is seldom quantified from the customer's viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing,...

Customer Experience Treasure Trove via Chronic Issues

What more could you wish for than 288% higher lifetime value of your key accounts? That's really the goal of customer experience management, whereas...

Customer Experience Collaboration Wins Championships

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another's backs, share...

Customer Experience Motives Drive Organic Growth

Criteria for promotions, raises, hiring, bonuses, budget expansion and recognition reveal your true motives about customer experience. These criteria drive behavior even more than...

How Customer Experience Policies Empower Growth

If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes...

Preventing Customer Experience Process Silos: 4 Prerequisites

What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a...

What is Customer Experience Ecosystem?

When J.C. Penney hired the wiz behind Apple retail stores' success as its CEO, there were expectations that "what worked well there will do...

What is Walking the Customer Experience Talk?

What does it really mean to "walk the customer experience talk"? Executive sponsorship is certainly essential, yet there's so much more to it. An...

What is Customer Experience Strategy?

Is "customer experience strategy" like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels...

Customer-Centered Business: 10 Keys to Organic Growth

What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes...

How to Solve Customer Experience Silos

Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company...

Customer Experience Handoff Silos are the Heart of Success

One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies...

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