Want Customer Centricity? Turn loyalty on its Head!

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Want Customer Centricity? Turn loyalty on its Head!

Relationship constructs like friendship and loyalty have evolved from core personal needs to pillars of business outcomes and success.  Read on to find out why, to be customer centric, loyalty is no longer earned FROM consumers.  Instead, businesses must begin to cultivate and give their loyalty TO consumers... 

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CX: The New 'Gold Rush'

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CX: The New 'Gold Rush'

Eager businesses are rushing headlong towards the rush to improve, to act, and not miss finding that next vein of CX 'gold'.  As we saw in the California gold rush in 1848-49, everyone thinks they can become rich, if they can simply 'get there' and 'start digging'.  This post sheds light on how Apple first 'struck CX gold' and offers thoughts on what 'customer experience' really is, and isn't.  Read on to learn more...

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Fighting Data Tsunamis & #CX Deserts

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Fighting Data Tsunamis & #CX Deserts

In the heady charge to grow, expand, dominate and win, many businesses struggle to remain focused on the heart and soul of every business: the customer.  In today’s fast paced and complex world, we're told, it's increasingly difficult to keep the 'personal' in customer experience…Or, is it?  Read on to find out why we say otherwise, and that it's time to re-invent the customer experience!

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What is the #CX End Game?

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What is the #CX End Game?

ROI, increased sales, higher profits...ever wonder what the CX end game is all about, or why you should be focusing on customer experience? Read on to find out what guest author Annette Franz thinks about this and learn why she says to initially look for (and applaud) a variety of indirect benefits, important precursors to the harder ROI outcomes every company aspires towards.

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Desperately Seeking SOW: Winning 'The CX Dating Game'

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Desperately Seeking SOW: Winning 'The CX Dating Game'

Are you thinking you need to be more customer-centric?  For any CX transformation initiative to be rooted in reality--and ultimately tied back to business outcomes--you'll need to know how to play The CX Dating Game.  In this post, we offer strategies to help you not only play, but win!  Read on to learn more...

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Why You Can't Transform #CX

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Why You Can't Transform #CX

***** We're honored this article was selected by CustomerThink as an Editor's Pick! *****

Having previously congratulated those wanting to step into the exciting world of customer experience management, join us now as we confront a harsh reality, testing your commitment as we seemingly throw 'cold water' on the otherwise legitimate rush to transform the customer experience.  In this post, we tell you why, for most, "it’s never going to work", then offer solutions for how to re-direct your vision on a path leading to true CX transformation.  

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Six #CX Transformation Truths

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Six #CX Transformation Truths

If you've decided the time is ripe for transforming your customers’ experience, you'll need to be aware of--and prepared for--these six CX transformational truths...  

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Change is in the Wind

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Change is in the Wind

Listen…quietly now…can you hear it?  Change. It’s in the wind. This change is closer to home, one with a #CX #CEM #CXP #CXO at its core. Want to learn more? Read on to hear why yesterday's events align with and validate everything we've been saying...

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Welcome to CX Wonderland

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Welcome to CX Wonderland

Have you ever been to Wonderland?  In this post, we delve into this increasingly popular phenomenon and offer some tips to avoid being 'lost in Wonderland' yourself...

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Transforming CX: The Future is Now

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Transforming CX: The Future is Now

Overused and trite, maybe, but true nonetheless: the future of CX research is now. Watch our Prezi to see why we say, "For CX programs to succeed, first stand customer research on its head." To learn more, contact us for a live walk-through and hear the whole story.

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