INSIGHTS Problem 2: Despite What You Think, It’s a Data Problem BRIEF Problem 2: Despite What You Think,It’s a Data Problem We now know that a main reason for CX program failure is lack of useful data. As we said in the first article in this series Problem 1 –...
INSIGHTS Problem 1: Unrealized Potential; the Top-level Issue BRIEF Problem 1: Unrealized Potential;the Top-level Issue Most corporate CX strategies fail to deliver meaningful results. We know why. We have experience with over a thousand CX implementations. We have...
INSIGHTS Human Cognition – Use loss aversion for effective CX communication BRIEF Human Cognition – Use Loss Aversionfor Effective CX Communication We humans are highly averse to perceived loss. Use this when communicating. Classical economic theory proved wrong Many...
INSIGHTS How Much Is a Customer Worth? Good Question BRIEF How Much Is a Customer Worth?Good Question There is currently no accounting standard for customer lifetime value. Here is our proposal. Financial support for CX initiatives often falls woefully short, compared...
INSIGHTS Engaging Employees in CX Transformation INSIGHTS Engaging Employees in CX Transformation Use these three dimensions to involve the entire organization in CX success Most organizations have a team responsible for their CX program, ranging from a ‘team of one’...
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