If we can order something on Amazon Prime and it arrives the next day, then why can’t that be the same for CX? I’ve found that it has taken years for my role and the implementation of CX to have its effect, and a quick 60-minute online lesson won’t make you a master of the discipline. [...]
William Arthur Ward, one of America's most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. “The pessimist complains about the world. The optimist expects it to change. The realist adjusts the sails.” Much has been said [...]
Let me begin my latest rant, oh sorry, I mean blog, with a bold and underlined assertion. For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re probably thinking and saying to yourself, “This certainly isn’t the case within my organization.” To that, I would seriously challenge [...]
Customer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication. Those working within an organization where there is more than one employee, which naturally [...]