CX Perspectives

Although we all have bad customer experiences, there is still a big debate about “the CX field” and whether it will survive the test of time. There is no doubt…

Newcomers to the market realize that their business is only as strong as the growth of their customer base. With that in mind, senior leaders work hard to shorten the distance between them and the customer. 

This is exemplary management of the post-purchase journey touch-point. For years, this level of management has been non-existent. At best, it tends to come in the form of an email confirmation that purchased items have been delivered.

Good customer experiences design either gives back customer time or alleviates customer anxiety. If a brand’s CX isn’t achieving one of those goals, the customer isn’t getting any real or…

Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

In our Strategy, Org Design & Culture series, we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…