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 | 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 Joe Camirand | Jun 2, 2020 | Communication, Customer Experience, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Workplace
How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter? Those might at first appear to be two leadership extremes and to some...
by Peter Swaim | Apr 1, 2020 | Brand, Communication, Customer Experience, Empathy, Employee, Leadership, Organization, Strategy, Workplace
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 about a fictitious restaurant, whose name in the story turned...
