Category: Customer Obsession
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Do You Have A CX Strategy?
Do you have a CX Strategy for your team? A few months back I published the 6 Elements of Customer Experience Strategy, with some guidance on what is included in each. While folks found that valuable, I did receive a lot of questions around how to pull it all together into an actual strategy. Given… Read more
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Customer-centric vs. Customer-Obsessed
I recently wrote about stages of customer experience maturity and outlined what it means to be customer-focused (Are You Focused, Centric or Obsessed). Today I want to highlight what it means to be customer-centric vs. customer-obsessed; these are the last two stages of how our employees are feeling along the continuum. Customer-centric Businesses Moving along… Read more
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Are You Focused, Centric or Obsessed?
Are you client-focused, client-centric or client-obsessed? Do you know the difference? Are you using these interchangeably? I have heard them used interchangeably so many times. But there’s a huge difference ― and both your employees and your clients can feel it. Before we start discussing the differences, I wanted to quickly bring back a topic I… Read more
