Are your part-time employees delivering the customer experience you want? They can be! Get actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience.

❔”Are there differences in how to approach member experience versus customer experience?”❔

Convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success.

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change?

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

❔”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 […]

❔”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 […]