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
In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the
Organizations in which peers hold one another accountable perform better than those that rely on management oversight alone. Jospeh Grenny (The Peer Principle) and Patrick Lencioni’s (The Five Dysfunctions of a Team) make similar points – when we share the