The CCO of the Berkshire Museum chats with me about the strategies they developed to improve the CX, EX, and flow of the museum. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).
I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Download the report and find more great CX stats and insights.
Hard and fast rules can sacrifice your customer relationships for the sake of small profits. Allow your employees to extend grace to your customers, show empathy, and provide understanding. Trusting your front line pays dividends by improving your brand’s relationships with its customers AND its employees.
Technology ushers in disruptions across retail and other B2C service industries, but customer behavior is the actual impetus for these disruptions. We have to remember to always adapt to the changing nature of consumer behavior and provide value.
When you think of only the short term gain and not the long-term loss of your customer’s business and their good word, your opportunity for growth depends heavily on customer acquisition and spending money to get in new customers because the ones you brought in last month have already left. Learn why it’s important to put a stop to opportunistic fees in today’s video.
Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and […]
As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore […]
Companies put the monkey on customer’s backs and the result is service exhaustion. Customers are glad for the outcome received, but they don’t know if they have it in them to do it again. In this video, I talk about the importance of company’s recognizing these “monkeys on customers’ backs” and doing the work to remove them.
This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, […]
As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In this compilation episode, two CX leaders share some tactics and strategies that helped them lay the foundation.