This week’s Customer Experience Microlearning The Greatest Gift We Can Give to Others. Share with your team! *Register for the Class of 2026 Customer Experience Executive Academy starting in January CX + AI Today, many grocery store chains offer their customers an app that indicates the aisle and shelf location of products. I love this…. Read Full Article
“If you can be in a bad mood for no reason, you might as well be in a good mood for no reason,” –Alex Hormozi The Greatest Skill Any Person Can Develop I love this 30-second video clip by Alex Hormozi, in which he shares what he considers the greatest skill one can develop. I… Read Full Article
One of the Most Important New Books to Come Out Having three young adult sons and seeing how different and complicated their lives are compared to my life at the same age, I am really excited about this new book. My favorite podcaster, Scott Galloway, has just released a timely new book,Notes on Being a… Read Full Article
Great Employee Engagement Survey Question I love the following question to measure employee morale: On a scale of 1-10 (10 being the best), how do you feel on Friday at 6 pm? On a scale of 1-10 (10 being the best), how do you feel on Sunday at 6 pm? Obviously, it is unrealistic to… Read Full Article
Spirit Airlines Files for Bankruptcy, Again It doesn’t matter how cheaply you sell your services and products; customers will not buy from you if your customer service is lousy. Spirit Airlines, the most hated brand in the US, has filed for Chapter 11 bankruptcy protection for the second time in less than a year. This… Read Full Article
Do You Really Need a CRM Degree? Here’s a Better Alternative… When CX business leaders consider advancing their careers, one option that often comes up is pursuing a customer relationship management (CRM) degree. After all, customer experience has become a top differentiator in today’s market, and organizations that excel in building relationships gain a significant… Read Full Article
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… Read Full Article
We used to go to dinner, but now we order through apps like DoorDash. We used to go to the stores, but now we buy online. We used to work in offices, but now we work from home. We used to meet potential dating partners at social events, but now we swipe right on dating… Read Full Article
The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver. Each completed a capstone project and attended intensive quarterly sessions where they… Read Full Article
Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own. A well-thought-out customer journey map will enable you to establish a signature… Read Full Article
