Customer Experience Optimization

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings?

The answer to the second question exposes the company's cultu… Continue

Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well.… Continue

You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder… Continue

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For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company, causing da… Continue

You probably hear lots of "customer ..." phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related.

Customer Experience: customer's journey from realization of a need until the need no longer exists.

… Continue