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 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...
by Karl Sharicz | Nov 7, 2019 | Communication, Customer Experience, Empathy, Workplace
A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. The advice he offered was ‘just because you can, doesn’t mean you should’ which came from a common English saying, meaning that there are some things that...
