Customer Centricity Starts at the Top: Leadership’s Role in Fostering a CX-Driven Culture
I once had the opportunity to play golf with four NFL quarterbacks: Drew Brees, Carson Palmer, Chase Daniel and Drew Stanton. It was part of a high school fundraising auction that included a dozen lucky bidders. I don’t play golf often, and when I found out I’d won a...
The Power of Telling Your Customers’ Stories
To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...
6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...