This post first appeared on MyStory... Unless you've been hiding under a rock lately, there has been a whole lot of talk around Libra - the new cryptocurrency announced by Facebook. Libra is a permissioned blockchain digital currency proposed by Facebook. The project, currency and transactions are to be managed and entrusted to the Libra …
Building a CX Culture
As a consultant or employee, I've contributed to 'Culture Building' in dozens of organizations, spanning small startups to large enterprises with more than 10,000 employees. Building a culture is challenging in the best of circumstances. However, it doesn't have to be harder than necessary. Most organizations are "Sales" focused. That's how they survive in the …
Customer Retention is the new Acquisition
We have been hearing it for years... It takes significantly more effort to acquire a new customer than it does to retain one. In fact, current estimates suggest that it can cost 5X to 25X more to acquire new customers, as compared to retaining them. Yet, a large majority of organizations are focused on "new business" …
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The 5 Ps of CX
"Customer Experience" (CX) is quite the buzzword, these days. In corporate meeting rooms, and on industry panels - every one seems to be talking about it. However, many of the folks I meet grapple with how to prioritize their efforts around improving customer engagement. Over decades of helping clients and employers bridge the gap between …
What Really Matters
Every business acknowledges that the reason for their existence is the Customer. Every business wants to design products and services that are meant to address their customers' needs. Yet, almost every business struggles to understand what their customers really want from them. Is it any wonder that billions are spent worldwide in trying to gauge the …