Articles
Marketing executives share challenges they expect in the year ahead and tips on how best to prepare for the “end” of COVID.
Continue reading...
Delivering customer experiences requires constant innovation, but businesses need to connect the dots between CX and employee experiences to make it happen.
Continue reading...
There is real hope that many governments are working to overcome the worst instincts of large political organizations.
Continue reading...
Ego, rigidity and complexity typify organizational-centric businesses, ones that believe that customer loyalty is a given.
Continue reading...
The brands who are winning today recognize their current customers are in charge.
Continue reading...
The web has helped usher in a shift from an organization-centric universe to a customer-centric one. That’s the single biggest lesson I have learned in more than 20 years of consulting and writing about the web.
Continue reading...
If you’re like me, you roll your eyes when you hear someone talk about building a “customer-centric organization.”
Why? Mainly because many organizations are only taking half-steps towards being truly customer-centric.
Continue reading...
If you want to understand the importance of customer experience (CX), just talk to Diane Magers, chair of the Wakefield, Mass.-based Customer Experience Professional Association (CXPA).
Continue reading...
The essence of digital transformation is not technological, but rather about culture and attitude.
We must shift from an organization-centric view of the world to a customer-centric one. Here are some of the essential characteristics of a truly customer-centric organization.
Continue reading...
Last week, companies around the world celebrated CX Day and Customer Service Week — two celebrations that focus on the importance of the customer experience.
Without a doubt, this is a cause worthy of celebration.
Continue reading...
Communicator: We’re delighted to announce that our new updated, redesigned and relaunched service is even easier to use than it has ever been.
Customer: But it’s not.
Continue reading...
Tell customers what they want and need and disregard their priorities and preferences.
That was the Mad Men way. Businesses could make huge profits without concern for their customers. Some even profited from their customers by penalizing them.
Take Blockbuster.
Continue reading...
How would your customers rate your ability to deliver relevant customer experiences? Are you confident your company is meeting the expectations of today’s digitally transformed world? More importantly, are you delivering the experiences your customers want and need?
A recent study from the Economist Intelligence Unit found 86 percent of
Continue reading...
Customer obsession is the secret to success in a digital economy. Such a relentless focus on the customer requires a tremendous cultural shift for many organizations.
Since its inception, Amazon has sought to be the most customer-centric company around.
Continue reading...
Displaying 1-14 of 27