Great Recession Learnings That Can Be Applied to Your Post-Pandemic CX

Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz, CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Annette’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, charged with designing and …

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#CXandLOVE at 34,000 feet

If you’ve been hanging out with us here at Chief Customer, you know our belief structure around #EXdrivesCX.  We’ve been talking about the importance of — and the impact that — the employee experience has on the customer experience for years. It is so far beyond “treat your employees well and they’ll treat your customers …

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A Spooky Tale of Two Cities … no, really just a tale of how important service recovery is

#NailtheCXBasics. We’ve been covering a lot of the basics this year — because we believe that they are key to any strong Customer Experience program. We’ve talked about language, design, strategy and metrics.  We’ve also talked a ton about culture over here at Chief Customer. As a matter of fact, we were talking about the …

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NPS? Or no?

There has been so much talk over the last several weeks about the Wall Street Journal’s article on NPS (warning, it’s behind a paywall) and whether or not it is a valid metric that I almost didn’t write this blog. But then last week, I was at a conference with Richard Owen (one of the …

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