Make Mom Proud companies proactively build bridges for customers, both inside their company and with external partners. They get rid of that “Bermuda Triangle” moment that happens in the handoff between silos and partners: pulling together rather than working separately boosts everyone up. In this episode of “Daily Dose,” I share a customer example and talk about how companies should unite to deliver a better experience.
Interesting to see how other, more traditional department heads are now transitioning into CCO work.
There are four major tangible benefits.
It’s not about creating layers and layers people must fight through. It’s about empowering them.
“Customer commitment” vs. “the actions that underscore customer commitment.”
Remember: this cuts two ways. You want to prevent customer defection, but also prevent employee defection.
Hilton Worldwide has 300,000+ employees and dozens of executives. How does one unify that context for customer-driven growth?
How to simplify a complicated business model with a 10-point plan.
The day after Labor Day is a horrible work day. Summer’s over and stress begins to mount. How do you focus on real CX goals?
A former journalist becomes one of the primary CX leaders in the federal government. What did the transition and evolution look like?