A customer journey from concept to reality encounters ups and downs. Increase success rates by starting with the customer’s end goal!
There is an interesting asymmetry in business. Despite teams of people dedicated to customer service and care, customers themselves do not care about our products, our services, or us. “But surely this can’t be true! If customers didn’t care about
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
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