Companies with high customer experience (CX) capabilities are financially stronger because of those CX capabilities. (Recall a previous post, which asserted that recessions affect the CX based on both corporate strength and existing CX capabilities.) For reference, here is link
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
When the next recession occurs, what impact will it have on customer experience initiatives? How will companies behave? The answer depends on two dimensions – corporate strength and existing customer experience (CX) capabilities. Stop investing – businesses weak along both
Companies invest billions to develop new products and expand market share but their biggest growth engine (customers) remains untapped. To transform your business in 2020, improve the customer experience. Below is the Top 10 Most Read Article List from 2019,