4 key components of marketing to the Gen-Z digital consumer
Lessons for brands from a young student and digital native Digital systems have revolutionized much more than businesses and technology. By enabling global interactions and […]
Strategy
7 steps to effective CX change management
When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues.
The 7 habits of highly effective CX leaders
Stephen R. Covey’s bestseller ‘The 7 Habits of Highly Effective People’ is one of the most influential business books of all times, selling more than 40 million copies and inspiring and transforming leaders all over the world.
Top 5 Customer Engagement Marketing Strategies for Entrepreneurs
Can you take a couple of minutes and think, who is the biggest asset in a business? Well, it is a customer. Research has indicated […]
Customer Experience Management Defined: How is it Different From CX?
Customer experience exists whether you are intentional about it or not. After all, your customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Employee experience: Keeping staff loyal, engaged is today not an option
One of the biggest concerns for leaders today is driving a change agenda with a fatigued and exhausted workforce. The employee experience is central to […]
Align Customer Journeys and Content Strategy
More content is not always a good thing. I once worked for a company that had over 30,000 pieces of content, most of which was introduced to the target audience in one fell swoop with no strategic plan. Only 2% of that content was ever viewed.
The Five Unmistakable Trends That Will Define the Future of Sales.
The Five Unmistakable Trends that will Define the Future of Sales. The sales profession is in transition. It’s shifting from an offline, seller-driven, push-based model toward a digital-first, data driven and buyer-focused response. Those sellers who adjust to buyer preferences, behaviors and purchase processes will outperform those that do not.
An Employee Experience Tool To Empower EX Excellence
The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.
How to Let Your Customer Experience Speak for Itself With Voice Content
Users increasingly expect their customer experiences to have a voice component, whether on a smartphone, on websites, or on a full-fledged voice assistant. The relative ease of use of voice assistants like Google Home and Amazon Alexa is engendering a significant paradigm shift away from page- and screen-bound brand experiences toward those increasingly mediated by audio, sound and voice.