touchpoints

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Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

By | 2018-11-18T04:21:16+00:00 March 29th, 2018|Categories: Organizational Adoption of CX|Tags: , , , , , |

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate [...]

Price Matters in Customer Experiences

By | 2017-06-02T09:29:25+00:00 July 5th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , |

There is a chorus of voices across the business landscape with a resonant message: stage positive experiences for your customers and business performance will improve. Customer experience practitioners argue that doing so will make it easier to acquire customers, reduced churn, improve revenues and profitability, and in general, create brand loyalty. This is compelling logic, often [...]