Customer experience

Customer experience management and improvement.

Customer disconnect
For many (really many) years now we've been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm - that's been in the make for decades - started being felt. The disconnect between what we believe as businesses...
The business impact of customer experience failure - source SDL slideshare - see below
SDL, touting itself as the leader in global customer experience solutions for quite some time now, feels it's time for a global customer experience (CX) wakeup call. In its latest research, appropriately called "The Global CX Wakeup Call", the company asked almost 3,000 people about their biggest customer experience...
In 2006 Jeanne Bliss published "Chief Customer Officer: Getting Past Lip Service to Passionate Action". Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) is different "finding...