There are two sides to customer engagement and relationships that need your attention. There’s the experience customers have today of which they endure because it’s their only choice.
What does CX success look like in your organisation?“ Our top CX goal is to create an all-around customer experience.”
Brands should take the time to reexamine their mission and values to ensure that they are still in alignment with those of their customers.
I had been writing these summaries in 3rd person — “Alan and Brent…” — and I realized what I enjoy most about these conversations is they are personal. So no more of that. I really loved this…
Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.
Customer Experience and Employee Experience goes hand in hand… and trust is a key element. See this great video with Brian Solis.
Do you know this rule? Today I talked about an pioneer in CX, Amazon. It looks like they care less about this and have maybe more a 70/30 or 80/20 rule in place. Which rule do we have in place? 30/70?
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame i…
MarTech Insider Anand Thaker: Marketing Not Aimed at Building Real Relationships with Customers? Cut It.
Great talk by Brent Leary with Anand Thaker about the changing marketing strategy in times of Covid-19 and Customer Experience.
Brand & Customer Centric – A discrepancy? Are Sales & Marketing still contemporary? What about Corporate Leadership & HR
Great post by Paul Greenberg about how brands can prove their value during a crisis.