My first post for 2016 was written with companies in mind that were starting out on their customer experience journey. I advised them to focus on just one thing: making it easier for their customers to do business with them.
Today, I’m writing for those companies that are further along that path.
We all know the names: Amazon, Apple, Nordstrom, Ritz-Carlton, Southwest Airlines, Zappos. The reason that these companies are so far ahead of their competitors is that they possess many (or in some cases all) of the following qualities.
They’ve created raving fans because in these companies:
My dream is that one day all companies will understand the value of customer experience and these qualities will simply be second nature.
In my utopian future, the focus will be on relationships where customers are treated as a partner rather than the receiving end of a monetary transaction.
Here’s hoping we get there soon.
Today I'm proud to share a post by Julia Ahlfeldt, CCXP, a CX consultant in Cape Town. 2019 marks
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader
I recently provided an interview to Jared Cornell of ProProfs Chat where we explored areas like customer-centric strategies, emotional intelligence and the