Your Customer Experience Is Revealing Your Operating System
Most organizations want to believe they deliver a strong customer experience. Their people work hard. Their teams care. Their leaders talk about service, responsiveness, quality, trust, and retention. In many cases, the intent is genuine. Yet customers often experience something different. They wait too long for an answer. They repeat the same information to multiple […]
The Everyday Election: Earning Long-Term Loyalty in the CX Era
From my associate, Janice Giannini. In any business, one truth remains: the customer has a choice. Unless you can dictate that choice, which few organizations can, you have to earn it every day, in every interaction. Customer experience is a daily election. Each engagement is a ballot. Your Brand either carries the vote or it doesn’t. One […]