February 9, 2016 Who is Accountable for the Moments that Matter? Are you be accountable for critical customer-facing contact points? At any time a customer comes into contact with your business, however remote, you have an opportunity to deliver, respond, build relationships, or rescue customers from distress. Read Full Post
February 4, 2016 Quickly Accept Accountability When Things Go Wrong The role of the CCO is to unite the organization in building a one-company version of their customer journey. This includes knowing what to do when things go wrong and accepting accountability to repair the emotional connection with your customer. Read Full Post
February 2, 2016 How To Gain Traction & Asset Growth: Stage CX Work Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. Read Full Post
January 28, 2016 Five proven results for increasing your customer asset The power of the five competencies is how they connect to drive clarity for the customer experience. The story begins with the outcome of the experience, which is how your customer asset grew or diminished. Read Full Post
