CX is critical to every business, but before the benefits of a successful CX strategy can be felt, business leaders must be capable of quantifying and measuring CX.
7 steps to navigate the changing CX landscape Read More »
Asking customers questions or asking them to score the company is used every day across all industries, providing additional information needed to assess the customer’s current state. But these methods are not enough to paint a complete picture.
Why CSAT and NPS Are Not Enough Read More »
Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever. This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.
The 10 Principles Behind Great Customer Experiences Read More »
During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers.
Customer Service Technologies Are Variably Effective: Know Your Options Read More »
Every company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings rather than putting themselves in their customers’ shoes. To come up with truly innovative customer-centric ideas, companies must 1) Understand the problem the customer is trying to solve; 2) Identify and eliminate pain points; and 3) Look beyond their products.
Are You Really Innovating Around Your Customers’ Needs? Read More »
Winning companies aren’t led by customers. They target the customers they want, they then do as much as they can to satisfy those customers’ needs, and they don’t let themselves get distracted.
The Secret to Becoming a Market Leader Read More »
The JTBD approach offers a unique lens for viewing the people you serve. Instead of looking at the demographic and psychographic factors of consumption, JTBD focuses on what people seek to achieve in a given circumstance.
What is Jobs To Be Done? Read More »
Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully.
Practical Empathy – Indi Young Read More »
The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.
The Power of Moments: Why Certain Experiences Have Extraordinary Impact Read More »
This edited book examines customer journeys, omnichannel retailing, digital and mobile marketing, augmented and virtual reality, gamification, artificial intelligence in marketing, blockchain applications and more to provide theoretical and practical methods of impact for businesses.
Managing Customer Experiences in an Omnichannel World Read More »
