Trust Is A Must For A Customer-Centric Culture

Business leaders are knee-deep in planning season. One question keeps coming up over and over again: “With all the things we could do to improve CX next year, what should be top priority?” It’s not innovation, mobile, or artificial intelligence (AI). It’s trust–trust among the employees in your company. In this post I explain why and share tips and tricks that anyone can use to get the trust ball rolling.

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Megan BurnsComment
What It Really Means To Make Customers "Happy"

It's fun to go shopping with friends on occasion,but when companies cajole people into spending money they don't have on stuff they don't need is it really a good experience long term? In this post I explore why long-term customer well-being is the ultimate measure of success and how CX programs would change if that became as popular a metric as NPS is today.

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Megan BurnsComment