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Bad Hair Day
I have always been kind of a fan of business books since I was a kid. I must admit (regrettably) that I did in fact read The Art of the Deal when it first came out in the 80s. Not surprisingly, more recently I have been more into books that focus on customer experience –…
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Truth or Consequences
This past weekend we had a family reunion for Team Nash. When we first started dating, my wife used to say that if a Nash put cheese near a cracker, everyone would fly in for the event. As kids came along, these events happened less often. Now that the kids are getting older, the frequency…
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So what is a customer experience Initiative?
When I first came up for the idea of a customer experience initiative, it really was about creating a way to operationalize a sustainable transformation in any company to make the customer the center of the focus on the long-term business strategy for the company. Since most businesses are ‘in it for the money” it’s…
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CX Imperatives
If you read my previous post, Why Focus on Customer Experience, you understand the burning platform motivating the need to focus on customer experience. Based on this burning platform, there are also four key imperatives that successful companies should invest in to use improved customer experience, to not only drive customer satisfaction, but perhaps more…
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Why Focus on Customer Experience
Welcome to the Customer Experience Initiative blog, and my first post. Before I explain what a Customer Experience Initiative is all about, the first question we need to answer is why should we focus on customer experience at all? There are likely as many reasons to focus on customer experience as there are companies that…