by Jim Bass | May 7, 2021 | Brand, Closed-Loop, Communication, Customer Experience, Empathy, Leadership, Metrics, NPS, Organization, Relationships, Strategy
In today’s world of surveys and Net Promoter Systems, the terms “closing the loop” or “closed-loop process” have become common in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an...
by Karl Sharicz | Apr 6, 2021 | Communication, Customer Experience, Empathy, implicit bias, Leadership, microaggression, Relationships
I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the...
by Peter Swaim | Mar 1, 2021 | Communication, Customer Experience, Metrics, NPS, ROI, Strategy
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the...
by Karl Sharicz | Jan 4, 2021 | Brand, Communication, Customer Experience, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Workplace
The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changes that...
by Karl Sharicz | Oct 3, 2020 | Brand, Communication, Customer Experience, Empathy, implicit bias, Leadership, microaggression, Relationships, Workplace
Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, applies to the skills and competencies required in the basic elements of managing Customer Experience (CX). Could the difference between a...
by Peter Swaim | Sep 10, 2020 | Communication, Customer Experience, Empathy, Workplace
How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive...
