Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered!

Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways?

What is going on right now in Customer Experience (CX)? This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success!

❔”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?”❔

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?!

❔”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?”❔ Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations […]

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Here’s your training guide.

❔”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.”❔ Traditional focus groups have been popular for gathering real-time […]

❔”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”❔ We need both customer service and customer […]