Make Your Customer Journey Map Actionable

Make Your Customer Journey Map Actionable

Have you ever taken action and expected a clear result, but not achieved it? Let’s say you start dieting, but you only exercise and don’t change what you eat. The results will be slow or non-existent. A similar thing can occur in business. When businesses invest in...
Is your company ready for new technology?

Is your company ready for new technology?

You may have read my last blog, where I remarked that I was delighted to find a better way for companies to research and contract with new software tools (CRM, ERP, marketing automation, chatbots, etc.). These ideas come from the book, The Right Way to Select...
Avoid buying the wrong software!

Avoid buying the wrong software!

Have you ever experienced the frustration of using software (inside your company/work) that just doesn’t fit? Maybe it’s hard to use, may it doesn’t meet the business needs anymore, or something else entirely. (This could be software for a CRM system, an ERP system, a...
Find the Right Mapping Methodology for Your CX Projects

Find the Right Mapping Methodology for Your CX Projects

I’m a customer-centricity advocate and love reading, studying and learning new CX approaches. I was excited many years ago to learn two methodologies that I wanted to be sure you knew about (especially one that is less familiar). I know you can benefit from both! (A...
Your CEO Wants to Differentiate – But How?

Your CEO Wants to Differentiate – But How?

I know of a company that focused on building out the CEOs product vision, and keeping an eye on the competition but wasn’t listening enough to customers along the way. The company needed a greater focus on customer experience and listening customer needs. So, what...
Getting Started with Customer Journey Mapping

Getting Started with Customer Journey Mapping

You likely know that customer journey mapping is one of the hottest trends in customer experience (CX) today. But why? It’s a great tool to view and manage the customer experience, and the process to get to a customer-validated map is so valuable. While there are many...
How to Recover from a Bad Service Experience

How to Recover from a Bad Service Experience

A trip to South Africa a few months ago reminded me why empathy is such an important element of how an organization supports and provides service to its customers—especially when things go horribly wrong. We saw the best and the worst of customer service during our...

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