Customer Experience Management (CEM) is all about relationships
“Every relationship requires listening no matter the nature of relationship” – this is the key take-away that stuck with me from a webinar I attended…
Tag: Article
Customer-centric culture starts at the top
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are…
Great CX does not always mean great business performance
The theory says customer experience is proportional to revenue. At least that’s what “best practice” thinking has taught us. The better the customer experience the…
Coronavirus isn’t the only thing killing the aviation industry
Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to…
Coronavirus Travel: What does hospitality mean now?
Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago.…
Psychological Safety: one antigen against the Corona Virus
This dialogue is from the Women in Safety Excellence WISE/ASSP. I am keeping it anonymous and invite people to own it if they so choose.…
If your marketing is not working then be careful you don’t blame the messenger
I wouldn’t be surprised if you were like most business owners and marketing executives in that you’ve tried dozens of marketing tips or ideas, and…
Cost Out – Experience In. The formula for business transformation
In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a small…
Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In…
Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.
We have come to the understanding that risk cannot be eliminated, and it can be mitigated through various operational processes and technologies. Still, the effectiveness…