Customer Experience

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Customer Anchored Organizations Win

Wednesday, July 12, 2017|Categories: Customer Experience, Strategy|

It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before.  And as a result, the difference between winners and losers is becoming more dramatic. 

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Bold Leader Guide to Customer Experience

Thursday, April 13, 2017|Categories: Bold Leadership, Customer Experience|

As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in

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4 Ways to Accurately Anticipate Customer Needs

Thursday, January 14, 2016|Categories: Customer Experience|

You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next?  Delivering another winner that will alleviate the next customer problem

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5 Ways to Drive Better Performance Through Your Customer Experience

Wednesday, October 29, 2014|Categories: Customer Experience|

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first

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Why Map an Ideal Customer Experience?

Monday, November 4, 2013|Categories: Customer Experience|

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the

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How Bold Leaders Stay One Step Ahead of Customers

Wednesday, January 2, 2013|Categories: Customer Experience|

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that

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Aimee Lucas Interview

Friday, October 14, 2011|Categories: Bold Leadership, Customer Experience, Interview|

One afternoon in the spring of 2010, a colleague and I ducked into a fruit smoothie place in Manhattan. We had just finished a meeting and were halfway back to our hotel, put off by record breaking 95 degree heat and humidity

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