In my latest vlog post, I explain 4 different potholes to avoid in order to advance your CX work, and […]
Make-mom-proud companies take a human-centered approach when engaging with customers. Here are three steps you can take to put your customers first so you can help them achieve their goals.
Two CX leaders in the airline industry share how they assessed the work that needed to be done in order to improve customer and employee relations within their first year on the job.
Learn why should you should be using the customer journey map to assess customer loss and growth, hold leaders accountable, and connect silos to unite the organization.
My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers, identifies […]
Three reasons why a customer room has a positive CX impact on Irvine Company, and a free downloadable Customer Room Manifesto to help you build one in your organization.
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.
William Chumley, the CCO for the Governor’s Office of Information Technology for the state of Colorado shares how he’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens.
Today’s best companies—where employees and customers prosper—enable behaviors for care, allowing their people to take the best version of themselves to work and “Make Mom Proud.”
In today’s lively chat with Sue Martin Homes, Global VP of Customer Service at Newegg, the leading tech-focused e-retailer in North America, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg.