I talk a lot about “surprise & delight” as part of #CX best practices. Today is my day for a WOW moment, as I received new #leadership book from mystery person. It looks good. I’ll read+ #PayItForward @franklincovey #DoingCXRight #customerloyalty #CustomerExperience

#DoingCXRight #customerservice #cx #customer #customerserviceproblems #customerappreciation #customerloyalty #CustomerExperience #CustExp

Never underestimate #customer intelligence. People know when companies are claiming to be #customer-centric but are actually “checking a box.” Are you #DoingCXRight? wp.me/p96U0h-20w #VoC #CX #CustomerExperience

If you want a high #customersatisfaction rating, do NOT use the phone while servicing #customers. My Uber driver spent the entire ride talking to someone. 📱Weird #customerexperience #custexp #cx #DoingCXRight matters.

I bet bank achieves higher #customersatisfaction because that’s what inevitably happens when #employees are happy. There’s a direct correlation. @BankofAmerica Is #DoingCXRight ow.ly/HLCB30pPWlE

As #holidayshopping begins, it's important for companies to create return policies that are #customercentric. It impacts buying decisions. Learn & apply #omnichannel best practices: ow.ly/UVPU50wV0Vl #DoingCXRight #Retail #CX #custexp #customerexperience @optoroinc

#DoingCXRight is about connecting with people, not bombarding with REPEAT messages. It’s a sure way to get people to unsubscribe, disconnect, etc. P.S. If I don’t respond the first time, it’s a sign. #DigitalMarketing #cx #custexp #customerexperience #socialmediamarketing

❤️episode where @Hyken& @annettefranz discuss important #CX topics. I 💯 agree. Make decisions based on understanding #customer impacts. $5 customer isn’t same as $500. When raising prices, explain why. Give warning. Set expectations +++ #DoingCXRight ow.ly/qAnT30pMGVD

Is #NPS Right For You? Interesting perspective from @maxieschmidt ow.ly/lhqR50wVbCr. Read more about "The Dubious Management Fad Sweeping Corporate America" & my views about the @WSJ article: ow.ly/QLB950wVbCq #DoingCXRight @CRM #customerexperience #Custexp #CX

I’ve spent 20 years in #Sales, #Marketing & #CustomerExperience roles. It used to be very separate functions, but now it is clearly intertwined! Great article @Hyken bit.ly/2lyEgj8 #CX #CMO #CXO #Leadership

Creating a #customer-centric culture doesn't happen automatically. There's no magic wand, yet there are proven techniques. @CustomerIsFirst shares an effective approach ow.ly/I4wQ50wTKsD. Read more about "What #CX Leaders Do In Common" ow.ly/SmTG50wTKYZ #DoingCXRight

How much do you focus on #EmployeeExperience? Are you measuring #EX as much as #CX? Resharing an informative article by guest post @annettefranz #DoingCXRight wp.me/p96U0h-1o8

Building a #customercentric # #companyculture doesn't happen automatically. It takes Top-Down (Exec) Plus Bottoms up commitment. Someone needs to OPEN THE BAG OF COOKIES❗ #DoingCXRight ow.ly/Ioor50wNwPb @sethgodin #customerexperience #CX #employeeengagement #leadership

Thank you @neilcdavey @MyCustomer #DoingCXRight Matters! 👉🏻 bit.ly/2IQ4vdE

How much do you know about #customerexperience? I “fell into” the field & will never leave it. Do you want a new career or advance current #CX role? Check out my articles + podcasts. Download my free white paper about going from #CX novice to #expert DoingCXRight.com

#MobileApps Can Be A Brand Differentiator."85% prefer shopping with an app over mobile sites." But what happens with #UserExperience (#UX) Goes Wrong? Read my story & important lessons about #DoingCXRight. @SimiCart. @stacysherman wp.me/p96U0h-16Z

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