Time Warner Cable (TWC) recently committed themselves to improving the customer experience through a variety of steps. For this we can thank competition. But the jury is out about whether they can actually change. To succeed in this journey (long overdue based on the ACSI benchmark) TWC (and others) must get certain […]
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, […]
In an earlier post I wrote about the need to define customer experience goals. This second of four articles assumes you’ve done that and examines how customer experience initiatives fail when resources are misaligned.
Day 1 – Your company announces a new customer experience program. The program […]