As a customer experience professional, I get caught up in the numbers. Customer Effort Scores. C-SAT, NPS, etc. As an organizational leader, my number focus moves to profit, employee engagement, growth, etc. A BASIC OF THE CUSTOMER EXPERIENCE A small note on my...
It is all about increasing or decreasing. Increasing revenue and/or decreasing costs. Using a CX strategy to improve sales and/or decrease marketing costs. Leaders must tie CX to business results. Everyone wants to have the best experiences for their clients. Some...
FIND. WIN. KEEP. In the professional services (Architecture, Engineering, Legal, Accounting, etc.) industries our focus remains on FINDING new clients (or new opportunities) and building a pursuit plan for WINNING the work. Although we think performing technically is...
In my humble opinion, it doesn’t take much leadership courage to carry a flag for improvements to the client/customer experience. Compared to hoisting the improved profitability flag quarter after quarter, the weight of engaging employees on something the employees...
