March 17, 2016 Are Your Customers at the Heart Of Business Decision Making? Knowing the heart and pulse that drives your business decision making tells you how to move forward in customer experience. The Columbus Metropolitan Library has the customer at the core of their business. They aren’t focused on warehousing books; they engage their customers in reading and learning. Read Full Post
March 16, 2016 The 3 Big Old Secrets Of Accountable Leadership If you really want a customer-driven, customer-experience-obsessed culture, you need to do three things first — and they’re not logical steps for many managers and leaders. Read Full Post
March 10, 2016 Growing Leadership Listening Skills With 6 CX Recipes Optimize the multiple sources of customer feedback to engage in active leadership listening. Get leaders and the organization to hear and respond to your customers’ stories, which builds your united one-company story based on the customer journey framework. Read Full Post
March 8, 2016 Unreliable Customer Experience = No Social Media Love How can treating customers right — and aligning your management philosophy around that principle — result in better shares, likes, and bottom-line implications on social media? Read Full Post
