Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

There is a lot of complexity in today’s user journey. It covers a number of steps your customers engage in and usually includes several channels. Today’s user journey is complicated. It covers a ...

Companies must consistently demonstrate relevance to earn the right to future business. To earn trust, companies must be able to deliver value at the speed of need. By delivering value at the moment ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

While I get set to release my newest book -- about a month from now -- I'm going to run some excerpts (maybe) and some awesome guest posts (definitely). That way, those of you starved for knowledge, ...

Why is it so hard for government agencies to identify and define their customer? Comments by attendees at three recent national conferences, here and abroad, confirm that government reengineers are no ...