This book, Customer Understanding, details the three ways in which to listen to - and understand - customers to design and deliver a better experience.| CX Journey™
In last week's post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the desired outcomes of designing such an organization. In that post, I outlined the first five of the ten principles of customer-centricity that I wrote about in my latest book, Built to Win: Designing a Customer-Centric Culture That ...| CX Journey™
Do you know all of the building blocks of a customer experience transformation strategy? I’ve mentioned the CX Perception Gap before, right? You might know it as Bain’s Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I […]| CX Journey™
Whether your business is large medium, or small, when it comes to developing a customer-centric organization, the soul of that transformation journey really is your corporate culture.| CX Journey™
I'm honored that the customer experience community (and beyond) has embraced the book, and several people have invited me to be on their podcasts to talk about the book. I appreciate their help in getting the word out and letting me tell the story behind the book. In this post, I share a list of interviews I've done in the last couple months about the book. Hope you enjoy learning more about it!| CX Journey™
As we wrap up the year and the decade, I'm jumping on the countdown bandwagon and sharing my top 19 posts of 2019. It seems that hot topics this past year were journey mapping, customer-centricity, employee experience, and culture... among others. I have no doubt that these will continue to be hot topics in 2020 and beyond!| CX Journey™
