“Zanna, we mostly struggle with how to get our board and management more involved in CX.” A common challenge. Caused by common pitfalls. Pitfall 1: We need a business case Many CX programs start with this question: we need to make a business case for CX. That was certainly important about 10-15 years ago. …
Give leadership a small role in your CX transformation… (yes, you read that right) Read More »
The Customer Experience field can be kind of daunting. To create some clarity in the “experience swamp” I’ve created this download for you containing my customer experience framework. DOWNLOAD THE PDF CONTAINING THE CUSTOMER EXPERIENCE FRAMEWORK. It contains three sheets: Comparison of a product-, customer- or human centric organisation. The latter to me is the …
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s now been eight years since I initiated customer signals management, and it’s awesome to see it implemented by many large organizations. And that there are even vacancies advertised for customer signals management. But those same organizations almost all struggle to get …
Customer signals management as it was once intended Read More »
