Breaking Up Is Still Hard to Do (But Shouldn’t Be) - CX Journey™
Making it difficult for customers to cancel creates friction, engineered not to serve customers but to squeeze more dollars out of them on the way out.| CX Journey™
Making it difficult for customers to cancel creates friction, engineered not to serve customers but to squeeze more dollars out of them on the way out.| CX Journey™
Today’s global CX leaders are charged with reshaping their role - and raising the bar - on what it means to lead CX globally.| CX Journey™
Franchisors and licensors: It’s time to elevate franchisee and licensee experience as a core business strategy.| CX Journey™
Brands can't forget to support their franchisees or licensees to build customer trust. Local businesses can't overlook the importance of this, either!| CX Journey™
After a keynote I did last week, I took some questions. One of them was related to organizational silos, their impact on the experience (for both employees and customers), what you can do to break down/connect those silos, and my thoughts on the role of matrix organizations/structures in breaking down those silos. See my thoughts in this post.| CX Journey™
