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customer experience

Is Revenue Hiding in Plain Sight? Six Steps to Refocusing on the Customer

August 13, 2019 —

Is Revenue Hiding in Plain Sight? Six Steps to Refocusing on the Customer

Leading a B2B organization is a lot like trying to change the wheels on a bike while you’re still riding it. Half of the time, you’re rethinking internal systems and how to assemble them in new ways. The other half, you’re just trying to keep the business running and avoid any major potholes. There are many different ways to drive an organization, but if you’re not thinking about customer experience at every touchpoint, it might be time for a tune-up. Sales, Engineering, or Marketing? If you’re a sales-led organization, you’re primarily focused on revenue, deals, price, and...
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Customer Journey Mapping: The Key to Delivering on the Experience You Promise Customers

October 2, 2018 —

Customer Journey Mapping: The Key to Delivering on the Experience You Promise Customers

Everyone’s Offering ‘A Great Experience’ Today, brands that aren’t focused on the entire customer experience simply can’t compete. Every touch point counts. Every interaction matters. Brands are expected to live up to their promise at every moment. And to do so, everyone within a business must behave in ways that help make this promise ring true authentically. We see a lot of brands today differentiate themselves on “great experience” or “unparalleled service.” But in order for businesses to truly commit to creating unrivaled customer experiences, they have to fully align their value with...
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Enduring Brand Lessons from the Worlds of Retail, Restaurants, and Other First Jobs

June 7, 2018 —

Enduring Brand Lessons from the Worlds of Retail, Restaurants, and Other First Jobs

Is there anything as formative as our first jobs? It’s a magical time when the newfound autonomy of getting a paycheck is immediately countered by an ugly truth: making money is hard work. For many of us, first jobs start in the worlds of retail, restaurants, and other seemingly unglamorous customer service gigs. There are, by definition, entry-level positions, but don’t let that fool you. Any job that puts you in front of people — people with highly-specific desires, big expectations, and virtually no patience — requires a herculean amount of smarts and emotional intelligence. There is a...
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