Emotionally intelligent CX design
Emotionally intelligent employees and business processes directly benefit the business purpose and bottom-line.
Building customer trust: What are we missing?
Those endeavouring to increase customers’ levels of trust need to know how to increase their reliability as a company and the customer’s perceptions thereof. See the four pillars of company reliability and what we can do to improve customer trust.
Searching for customer success
Customer success is best defined as the achievement of the conscious and subconscious purposes for which a customer interacts with a company or its products.
Smartly measure customer experience
As Peter Drucker said: “What gets measured, gets managed.” It makes sense to argue that if you want to manage customer experience, you would do well to measure it.
