In this special episode, I am joined by Alison Circle, chief experience officer of the Columbus Metropolitan Library. Alison and I discuss how organizations should capture customer feedback and research, beyond your traditional survey. Tactics include focus groups and interest groups on-site, as well as ethnography and cultural anthropology.
Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.
In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles […]
This will make you laugh — while also helping you understand the critical importance of customer relationships in the modern business ecosystem.
Ditch the surveys, bash the silos down, and do this right.
Digital storytelling is crucial to the modern era of business. Here’s a three-step plan to making sure you’re doing it right within CX.
Guest post by Chip R. Bell: What’s wrong with soliciting evaluative customer feedback? It is a piece of superstitious corporate behavior built on myths. Chip examines these myths and how to overcome them.
I’ve had more than eight hours of conversations with CX and CCO work leaders through the first 11 episodes of my podcast. What have I learned in those conversations?
The work is difficult, but executable ideas can be yours in under half a minute.
We focus a lot on customer acquisition. But what about the other side?