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What does it really mean to do a “Customer Experience Management” (CXM) initiative? Theoretically, it could include anything because customer experience includes everything.

Identifying Critical Success Factors (CSFs) is a planning technique to focus on the important few things. If it’s truly “critical” and you don’t do it, you’re likely to fail.

It’s now abundantly clear that delivering outstanding experiences to existing and potential customers is critical for B2B competitive success. There’s a growing recognition among marketers and other company leaders that customer experience has become a new basis of competition for B2B companies.

Market Research - Customer behaviors are changing. Fast. Not keeping up is all too risky. The companies that really get their customers, like Apple and Amazon, are setting the standards—and the ba

Many rely on customer journey mapping to provide the deeper insights required to deliver a consistent and enriching customer experience.

Customer Relationships - A customer journey map is a visual representation of the various interactions a buyer has with a business. Building that map from the outside-in—from the customer's perspective—requires a thorough understanding ...

Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question; 73% say that valuing their time is the most important thing a company can do to provide them with good online customer service. 

For other business leaders who are also exploring opportunities to enhance their companies' customer experiences, Stevens advises them to first focus on consolidating their customer data. "A lot of companies go with the best-in-class solutions for separate things and there's always something that gets lost in translation when you're integrating lots of systems," Stevens notes. "And so the most important piece of advice that I can give is to focus on creating one system of record."

If your company is like most, you are always looking for ways to lower your costs and improve the bottom line. The challenge is to make sure your people serve customers at the highest level while keeping their eye on costs. But could your employees actually be costing you money? Let me give you an…

Starbucks. Riz-Carlton. Intuit. MasterCard. Lego. There’s no shortage of case studies showing us how big businesses still manage to create feelings of surprise and delight in their customers by doing small things—things that are nonetheless very personal and very meaningful.

There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn! However, one further characteristic always springs to mind almost immediately when I am asked – I happen to think that it is perhaps the most important characteristic of all – the characteristic of PERSISTENCE.

Employee engagement may be crucial, but it’s not guaranteed.