We believe the work of customer experience transformation is concurrently outside-in and inside-out. Delight Your Customers Measure Your Performance Develop Your Team Simplify Your Process Align Your Leadership Let’s explore why that approach is vital to your...
We have previously discussed the Bain and Company study that revealed 80% of the firms believed they provided a “superior experience” to their customers. But only 8% of those customers said the companies were really delivering a great customer experience....
Most companies assume they consistently provide their customers exactly what they want. But a study by Bain and Company revealed the gap between what companies believe they deliver as a customer experience and what their customers actually perceive as their customer...
Customer Experience (CX) is everything your prospects and customers experience with your business. We refer to every customer touch point as a “moment of truth.” Why? Every single interaction you have with anyone is a moment of truth – because in...
As we all know, the world experienced a pandemic in 2020. We all did not experience it the same way, even across the United States. Employee Engagement Declines GLOBALLY, EMPLOYEE ENGAGEMENT DECREASED by 2 percentage points from 2019 to 2020. Employees reported higher...
