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“Customer-centered management is straightforward business sense,” declared the first article1 in this six-part CEO’s Guide to Growth series. Indeed, this → Read More
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions → Read More
Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the → Read More
Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. → Read More
Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, → Read More
B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what’s most appropriate in any situation is deemed ideal. What customer experience metrics can empower your company to live this way? NPS® and customer effort scores may be the most popular B2B CX… → Read More
Customer journey maps are all the rage. Everyone’s doing it. And there are a wide variety of methods for collecting information and templates for → Read More
Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, → Read More
Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: → Read More
In sports skills, maturity matters because it puts your game at the top echelon of competition. In human development, maturity matters because it means → Read More
Customer experience annuities are a compelling source of growth that is commonly overlooked. As a gift that keeps on giving, customer experience annuities → Read More
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions → Read More
Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing → Read More
Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. This strengthening better aligns… → Read More
Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the → Read More
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. The best way to be nimble and lean — to grow — is to… → Read More
How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are… → Read More
Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a clay pottery wheel explains: “The pot is only as true and as strong as the centering. This is a very critical step as it is the foundation of the pot.”[1] “The first thing a potter will tell you is that an uncentered piece is a worthless and… → Read More
In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals. Growth Yet it’s profitable —… → Read More
Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent an ever-growing segment of purchasing… → Read More