Employee Experience & Customer Experience depends on strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy…
Tag: strategy
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…
Customer Experience and Net Promoter Score (NPS)
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do…
Employee Engagement: Simple but not easy
Have you ever been to a motivational lecture for self improvement, and said to yourself, “She makes it sound to easy.” Then you get home,…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to…
CX Skills Builder: you may have a CX job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer…