Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “The Organizational Apology.”
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, […]