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
If your #cx program hasn’t shown results you probably missed 1+ key success factors.
True teamwork is on the verge of extinction in business and is being replaced with a far more costly and less efficient model of group work. Over time, teamwork has come to mean overwork and rework. Sloppy management practices have
Another year dawns… and we go through the time-honored (but not people-honored) tradition of setting New Year’s resolutions. We set them with the best of intentions, yet forget them and quickly fail. You can either continue with what you tried