The Right Way to Measure Your Customer ExperienceAttempting to measure the customer experience with a single metric such as customer satisfaction or customer advocacy is overly simplistic and risky. Instead, companies should dig deeper and establish a portfolio of measures that can determine how each touch point contributes to the overall experience.
A Tale of Two ProjectsA short story about how a single project can take on two distinctly different personalities.
Improve Maturity with CapabilitiesIn today's fast-paced business environment, businesses need a performance framework that can grow over time, be benchmarked against the competition, and stretch the imagination of employees and stakeholders. Capabilities and maturity models can better position your business for future competition and unforeseen threats and opportunities.
5 Customer Experience Management MythsThe rapid rise to the top echelons of strategic priority has brought an unfortunate side affect; numerous customer experience management myths have begun to form due to a flood of conflicting definitions, perspectives and over-hyped promises. For any company seeking to establish or improve its customer experience management capabilities, it's important to dispel these myths once and for all.
Three Online Trends That Will Impact Your BusinessSo, you think that e-Business died in the dot-com bubble of the 1990's? Think again; businesses can no longer ignore three trends that are reshaping how consumers research and buy products.
Hi, How May I Offend You Today?As an American consumer, chances are that you have been offended in some way by a company this year. It hasn't always been that way. Before the current era of mass-everything, there was a real connection between proprietor and customer: a connection that continues to be the envy of most businesses today.
