A common misconception about engagement in the CX industry often leads to wasted activity and expense. Specifically customer engagement is not the same as company engagement. Let me explain the distinction between companies engaging with customers (valuable) and customers engaging with companies (more valuable).
Think back to high school. How much effort did […]
Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value.
By avoiding the business value of CX initiatives, […]
How can companies increase prices without upsetting customers? I was pondering this question out of necessity recently because Time Warner Cable increased the price for my internet service. I was not pleased with this development but it provided an opportunity to consider why they had done this, and how they could have made it more palatable.