Customer centricity goes beyond good intentions—it requires a fundamental shift in how a company operates. Unlike businesses that prioritize products, profits, or efficiency, a customer-centric organization begins with the question, “What does the market need?” This approach focuses on delivering exceptional customer experiences (CX) and measures success through customer outcomes, not just sales or shareholder […]
With the U.S. average annual employee turnover rate at 47%, employee loyalty seems to be a relic of a bygone era. Even if you’ve managed to escape the escalating employee turnover trend, you might want to take a closer look at your employees’ attitudes. Just because someone stays at your company doesn’t mean that they […]
Succession, the popular show on HBO, conveys helpful business insights including the importance of you using your own product. As a business leader, you must personally and regularly undergo the entire customer experience of your company as an actual customer would. This will help focus your attention on the most important aspects of your business, […]
Are you looking for how to improve customer experience (CX)? New technologies such as personalized search or AI-powered text analytics hold great promise for improving CX. But technology alone isn’t enough. The most important, and perhaps most surprising, improvement to CX has little to do with technology — it’s improving employee experience (EX). In fact, […]
The age-old question – which is more important, customers OR employees – is a misguided, and potentially dangerous one. As a business leader, you shouldn’t prioritize one group over another. Instead, you should link employees and customers. One way to connect employees and customers is to use cultural tenets that are relevant and important to […]
Accelerated agility, enriched engagement, and definitive differentiation — these are the top priorities brand builders need to achieve brand leadership today. The roles that brands play and the expectations people have of them today requires new brand-building mindsets and skillsets. My new post in my LinkedIn Brand+Culture Series explains the what, why, and how of […]
Innovation is supposed to drive growth and increase competitiveness, but if your innovation efforts aren’t producing the results they used to, it’s probably because product innovation is losing its power to produce sustainable growth. Broader, more pervasive innovations are needed today. Specifically innovations in business model — new operating models that deliver different value propositions […]
Emotion has always been critical component for brands to connect with customers and business leaders to connect with employees. But today, when the coronavirus has unleashed anxiety and decreased physical interaction, an emotional connection is more important than ever. If you are able to make an emotional connection virtually, you will stand out, win people’s […]
In the spirit of turning over a new leaf to kick off 2020, I’d like to suggest five New Year’s Resolutions for achieving great CX in 2020: Offer exclusivity — Pursue new approaches that create experiences that are truly exclusive, different, and original. Develop empathy — Go beyond soliciting customer feedback and conducting survey research […]
Every customer experience (CX) leader needs a CX Maturity Model. What is a CX Maturity Model? A CX Maturity Model is a framework that identifies the different areas of development that CX requires, along with key milestones in each area. Why do you need one? Without a model, CX efforts can become a bunch of […]