CX Renovation

CX Renovation: “MoneySoft”

It can be tricky to understand what specific elements have an impact on customer experience, and how they could be changed. In this CX Renovation series, I’ll recount less-than-ideal experiences (names changed of course) and then explain the updates that could have made them better. Got a horror story you’d […]

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Importance of Customer Experience

The Importance of Customer Experience

We all know that customers talk about good experiences. We know they talk about bad experiences even more. (Quite a bit more!) And common sense indicates the importance of customer experience. But if you’re not convinced yet, here are some concrete reasons why you should be investing in customer experience […]

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definition of customer experience

Customer Experience Defined

When I tell people what I do for a living, many of them ask, “but what is customer experience?” So here’s a handy and quick definition: Customer Experience, or CX for short, is the sum of all interactions a customer has with your organization and the perception they have at […]

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everything speaks

“Everything Speaks”

Picture this: You need a new dishwasher, so you go to the nearest appliance store to buy one. When you get there, the sign is faded, the sidewalk is full of cracks with weeds poking through. Would you still walk into the store? You’re already there, might as well. Inside, […]

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