What is the real priority, CX programs or CX?
Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately,
Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately,
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S.
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change –
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value
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