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Should customer experience be IN a department or BE a department?...
CX reside outside of any department. For more on this and four other...
Rant: Customer Experience Management (CEM) and your organization -
Should customer experience be IN a department or BE a department?...
CX reside outside of any department. For more on this and four other...
Rant: Customer Experience Management (CEM) and your organization -
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Participate a survey on BPM success and failure factors at http://bit.ly/ye5y1l
Have you been involved with BPM - Business Process Management projects/initiatives? If you have, please help me out by participating my...
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How do you target your service recovery efforts?
What is the appropriate response to a hotel running out of hot water?...
Targeting Your Service Recovery to Avoid the “Hail Mary”
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Chris
What are the major challenges facing the CCO (Chief Customer Officer) in 2012?
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Squishing a Round Process Foot into a Square Technology Boot…Not!
While I don’t want to sound like a process guy forever ragging on software companies, here we go again. After completing an enterprise ...
Jim
I propose three customer experience surveying principles
Bad surveys show disrespect for your customer. Here I argue for three customer experience surveying principles: Make it short; If you ...
Three Customer Experience Surveying Principles heartofthecustomer.com
The Heart of the Matter We need to create a standard for customer satisfaction surveys. In this post, I propose the following Customer Experience Surveying Principles: Make it short; If you ask it, use it; Never ask a question...
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Can Stressed Workers Put Customers First?
We all know from personal experience how this plays out on the customer front lines. You call Microsoft, Intuit, HP or whatever’s ...
