


In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They were expected to know everything...
Read More The Power of Meaningful Work in Customer ServiceFor years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance...
Read More 7 Characteristics of Customer Advocacy: A Self-AssessmentWhen it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions....
Read MoreAAA • American Express • Apple • AT&T • Blue Cross Blue Shield • CBR • Consumer Electronics Association (CEA) • Cisco Systems • Coca Cola • Commonwealth of Australia (Australia) • Daimler Chrysler Dell • Department of Defense (U.S.) • Duke Power • Federal Trade Commission • Ford • HP (U.S., Netherlands, etc.) • Humana • IKEA (Norway) • Intuit • Mead Johnson Nutritionals • Met Life • Microsoft • SEE MORE >
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.