If you have ever started a personal fitness program, you know exactly what it is like to encourage a company to begin a customer experience transformation. Here are 4 steps to transform your customer experience fitness. Start the journey. Getting
Recently the Wall Street Journal sparked a discussion about the Net Promoter System (NPS) in an article titled “The Dubious Management Fad Sweeping Corporate America.” While it isn’t perfect (what is?) it remains a simple and useful corporate tool. As
Nike recently created an application to ensure customers get the best fitting shoes. Perhaps this just seems like a good idea instead of an innovation. However, consider the fundamental transformation required to move from being a company that sells athletic
(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.