by Karl Sharicz | May 1, 2020 | Brand, Communication, Customer Experience, Empathy, Workplace
At this most difficult time amidst a pandemic that we as a nation seem to have been so significant and remarkably unprepared for here within these United States, I believe a lot of soul-searching is taking place—both personally and professionally—that will determine...
by Horizon CX | Apr 1, 2020 | Communication, Customer Experience, Empathy, Workplace
By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story...
by Karl Sharicz | Feb 29, 2020 | Communication, Customer Experience, Empathy, Workplace
Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around...
by Joe Camirand | Jan 31, 2020 | Brand, Communication, Customer Experience, Empathy, Workplace
According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can...
by Karl Sharicz | Jan 6, 2020 | Communication, Customer Experience, Empathy, Workplace
Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate”...
by Karl Sharicz | Dec 27, 2019 | Communication, Customer Experience, Empathy, NPS, Workplace
The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to...
