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Blog 2017-11-14T14:50:06+00:00

The Eleven Sacred Cows of Customer Experience

By | April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: , , , , , , |

Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have also heard that practitioners must make a case [...]

What to do When You Hit a Customer Satisfaction Plateau

By | September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, [...]

Here’s a Notion Retailers Must Adopt

By | September 8th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , , , , |

During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. [...]

Experience Design Principles & Human Senses

By | March 9th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , , , , |

With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses to create a 'gestalt' experience, one in which all the senses are engaged. The [...]