Protecting and growing the business is demanding enough without interference from a global pandemic. Almost no one alive has been through the likes of COVID-19 with a company. The most perplexing part …
Can Laggard Leadership Drive Innovation?
Within an otherwise agile organization, and especially inside an unsuccessful one, a laggard leader is seen as risk-averse, less likely to embrace new ideas and last to support or drive change. So, …
CX Metrics Matter, but Understand Your What, Why, and When
Analytics, analytics everywhere! Yes, you must measure to improve customer experience. But it’s crucial that your metrics are aligned with the right goals and strategy. Do you understand which metrics …
How to Become a Customer-Obsessed Organizational Culture
Post 6 in our Seven Steps to CX Nirvana Series explains how people, values, and business clarity are the keys to building an organizational culture totally obsessed with your customer. It …
Every Business Problem Is Unique.
What’s wrong with letting earlier events guide decision making? There’s no harm in understanding a new business problem by searching for common root causes with old ones. But using these similarities …
Want More Effective Messaging? Get Your Empathy On
If you can’t stand in your customer’s shoes, you’ll never be up to the task of delivering stellar customer experience throughout their buying journey and beyond. Post 5 in our 7 Steps to …