Customer experience is the new business battleground.  Explore these articles, videos, and other content from retail brand-building expert Denise Lee Yohn to learn crucial CX insights and information that enable you to compete and win.

Customer Experience Success Relies On More Than Marketing

Customer experience success relies on operations, human resources, and finance as much as it does on marketing, Denise writes in Forbes.

 

 

 

What Is Customer Experience?

Denise and Harvard Business Review editor Curt Nickisch discuss “What Is Customer Experience?” #HBRLive video including 3 characteristics that distinguish extraordinary experiences and how to design and manage customer experience.

 

 

 

7 Steps To Deliver Better Customer Experiences

Most companies are using an incomplete definition of customer experience, and have incomplete tools and approaches to design and manage it, Denise writes in Harvard Business Review.

 

 

 

Your Customer Experience Is Your Marketing

Denise teaches executives at the Horizons Conference for Steritech how your customer experience can be your most powerful marketing strategy.

 

 

 

 

It’s Still The Experience, Stupid!

Experience remains the frontier on which companies compete and win 18 years after Joe Pine and James Gilmore wrote their book The Experience Economy.

 

 

 

 

Who Owns Customer Experience?

Denise reports that it matters less who owns CX and more who executes on it, according to Tiffani Bova, Salesforce’s Global, Customer Growth and Innovation Evangelist.

 

 

 

If you’d like more CX resources like this, please join the exclusive list of CEOs, CMOs, entrepreneurs, and other business leaders who receive my periodic emailed briefings. As a thank you, you will receive a free chapter from each of my books, What Great Brands Do and Extraordinary Experiences: What Great Retail and Restaurant Brands Do!

If you’d like to book me to inspire and teach your organization about “Extraordinary Experiences: How to Win Customers’ Hearts and Dollars,” please contact me here.