United Airlines

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A Prerequisite for Customer Centricity and Transformative Growth

By | 2018-02-13T01:15:29+00:00 February 13th, 2018|Categories: Customer Centricity|Tags: , , , , |

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one of the largest reasons why change initiatives fail 70% of the time (Mckinsey, Changing Change Management). So even before we talk [...]

Your Customer Experience is Superficial unless you have the “Q”

By | 2017-10-18T02:44:24+00:00 October 19th, 2017|Categories: CX Strategy, Metrics and ROI|Tags: , , , , |

This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately are: [...]