Customer Experience Truth #2 – Customer Experience Cannot Be Successful As A Siloed Effort

Any decision one functional department makes has the potential to impact the end experience your customer has with you. Sure, each department is responsible for a specific part of the business, but if the parts of the organization don’t align properly, the customer will notice the inconsistencies. Take a puzzle, like the one above. Instead […]

Customer Experience Truth #1 – No One Is Delivering A Perfect Customer Experience 100% Of The Time

What’s that famous quote? Ah, yes. “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time”. – John Lydgate, later adapted by President Lincoln Lydgate, and then President Lincoln, knew back […]

15 Truths About Customer Experience

Customer Experience, even with all of the corporate and media attention its gotten the past decade, is still sort of a mystery. Many companies either bucket the discipline into some form of Customer Service or Marketing, thus limiting the group’s ability to reach across the organization. Other companies allow Customer Experience to live in siloes […]