Tag: CX

Today, I’ll focus on the distinction between “price” and “value.” In a 2008 letter to Berkshire Hathaway shareholders, Warren Buffet ...

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I ...

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market ...

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, ...

In my last couple of posts, I unpacked the first six skills outlined in Professor W. Warner Burke’s research-based model ...

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm and little else. To arrive at ...

There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a ...

In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between ...

Times, tastes and trends always change. We live in an era of digital Darwinism, the evolution of technology and markets ...

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. ...