Five traps to avoid when goal setting
Setting goals based on customer insights is an effective way to create action, but be aware of these common traps: Make sure you have the right met...

Customer Focused Innovation

Leslie Pagel

CX Measurement - What do you measure and why?
Get ready, because I'm going to ramble at bit.  I recently attended a networking meeting with about a dozen customer experience (CX) profess...

Engaging the Enterprise

Patrick Gibbons

Sea Island: Exemplifying the Employee Customer Link
Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an ...

Loyalty in the Workplace

Chris Woolard

Learning from Non Profits: Creating a more personalized approach
Using customer feedback to develop customer focused strategies can seem like a daunting task, but as one nonprofit shows us, it’s not as difficu...

Customer Experience Lessons

Kitty Radcliff

Changing the Way We Do Things – Developing a More Proactive CX Culture
Let’s face it – we all resist change to a certain degree. In personal situations, while I struggle with change, I do feel that I am at le...

Listening to Customers

Katie Kiernan