June CX Pulse Infographic: Journey Mapping20150616172521
#CustomerExperienceFAIL: How You Recover is Critically Important to Your Business20150608184519
#CustomerExperienceFAIL: How You Recover is Critically Important to Your Business
June 8, 2015Business, connections, Culture, custexp, customer, Customer Centricity, Customer Experience, Customer Satisfaction, Customer Touchpoints, CX, CXUPDATE, emotional, emotional connections, expectations, recovery0 comments
with Ari Ashkenas It’s never good news when an organization drops the ball during an interaction with their customer, but in reality this happen...
Emotional Connections are the Icing on the CX Cake20150520194940
Emotional Connections are the Icing on the CX Cake
May 20, 2015Business, connections, Culture, custexp, customer, Customer Experience, Customer Satisfaction, CX, CXUPDATE, emotional, emotional connections, Exceptional, Exceptionalize It, expectations, love my customer, satisfaction0 comments
I just returned from a great couple of days in San Diego at a Customer Experience conference. Even if the conference had only been so-so, it would be...