Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.
Thank you for joining the movement! My friends, book number four is done! And many of you already have the […]
A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress.
Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own.
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? MTN Cameroon’s first CCO, Patricia Pedhom Nono shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. […]
In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles […]
After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” […]
On the podcast, we’re revisiting some of the answers to the pay-it-forward question, “what do you know now that you wish you knew then?” which will be helpful to both current and aspiring CCOs.