Customer Experience (CX) is broadly defined as a customer’s overall perception of a company or brand based on all their interactions with it. This spans every step of the journey, such as visiting a website or store, interacting with customer
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Many companies implement tools and software to improve productivity and meet business objectives but fail to recognize the impact on the humans that interact with those tools and software. To say it another way, it’s people that do the work
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It may be hard to believe, but the term “experience economy” is nothing new. The term was first mentioned in this 1998 Harvard Business Review article. In the article, the authors posited that an experience occurs when a company intentionally
Read MoreRecently, I’ve been sharing about customer expectations and while understanding those expectations is important, you also have to have a plan for how to meet those expectations. I am referring to the customer experience, of course. The customer experience includes
Read MoreIn today’s digital world, it’s imperative that organizations create and deliver world-class customer experiences. The Amazons and Zappos of the world have changed how customers want and expect to interact with organizations, especially online. Customers expect continual updates, easy to
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