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Category: Culture

Brand Driven Behavioral Change

Posted in Brand, Culture, Customer Experience, Experience Design, and Service Design

As organizations are beginning to realize that for long-term growth, you need long-term customers (advocates) and to have customer advocates, who sell your brand for…

Customer-Centric Culture = Employee-Engaged Organization

Posted in Books, Brand, Culture, and Customer Experience

I recently heard Joseph Jaffe, author of Z.E.R.O.: Zero Paid Media as the New Marketing Model, speak at a conference and discuss the combined forces…

Four Factors of Net Promoter Score for Success in the New Subscription Economy

Posted in Analytics, Culture, Customer Experience, Customer Insights, UX and Analytics, and Voice of the Custostomer

Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote:…

The Four Customer Experience Core Competencies

Posted in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, and Voice of the Custostomer

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The…

25 Best Practices to Employee Engagement

Posted in Culture, Customer Experience, Leadership, Uncategorized, and Voice of the Custostomer

The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty…

The TEDxSanDiego Experience

Posted in conferences, Culture, and Experience Design

TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing…

Great Leaders Facilitate Innovation with Encouragement

Posted in Career Advice, Culture, and Leadership

In their August 20 post this past week, To Encourage Innovation, Eradicate Blame, Ken and Scott Blanchard share that “We know that the most innovative…

The Six Stages of CX Maturity

Posted in Culture, and Customer Experience

In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see…

Leading Customer Experience Organizations Have Great Culture

Posted in Culture, Customer Experience, Leadership, and Uncategorized

Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences.…

Customer Journey Maps, Customer Profiles and Touch Points

Posted in Culture, Customer Experience, Emotional Design, and Experience Design

Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey…

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