How secure is your customer base

With all the talk of data security as of late, it is important that we address another aspect of security – namely customer security. Loyalty is a concept marketers have spent considerable time and resources attempting to understand and master. This has been going on for as long as there has been competition. As a […]

Customer Experience Pros Need a Beginner’s Mind

fotolia kids in front of ferris wheel

There are three significant shifts that are happening simultaneously creating the perfect storm for customer experience professionals (among many other professions). These are: Cloud Social Mobile It is an understatement to say that the customer experience industry is in a state of change. It’s more like a rebirth because with this perfect storm we can no longer rely on […]

The ROCX (Return on Customer Experience)

ROI

There are a lot of ways to explain “Customer Experience.” You can use analogies, comparisons, and elevator pitch ,… you get the idea. Regardless of your approach, the best way to draw attention is to “show me the money.” (Yes, that is a Jerry Maguire reference. I couldn’t resist.) When you talk to business leaders about […]