My Favorite Articles This Week About Customer Experience

Customer experience has a big impact on your business. In order to increase the revenue, to preserve customers and empower your employee, you must focus on your customer experience. Find out how to empower your customer experience strategy, how to get your leaders on board about customer experience, etc. Below you can find the articles I loved this week.

Getting Everyone on the Same #CX Page

In this article Annette Franz mentions a quote: “no two persons ever read the same book”. Meaning, everyone have different interpretation of things. When we talk about organizations and customer experience, we must ensure that everyone in the organization is on the same page when it comes to customer experience. Annette gives us a few tools that you can use within your organization regarding to customer experience.

Is Customer Experience Management Futile Without an Employee Engagement Strategy

Your employees are the face of your company. A research shows that for every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%. Neil Davey counts eight components of an engaging work culture in this article.

Focus On One Thing At A Time In Customer Experience Strategy

Here, George Jacob talk about the importance of focusing on one thing at a time. That way you can ensure you achieve your goals. Many times employees have too many tasks, and they don’t know which tasks are more important than others. If you empower your employees and focus their energy on the important tasks, their work will be more effective. By focusing on one thing at a time you will be able to see which actions improve your customer experience and which actions don’t.

Getting Leaders on Board with the Shift of Customer Experience

In order to make changes within customer experience in your company, you must explain to your organization’s leadership the importance of customer experience on revenue, and get a green light to make major changes. In this article, Chris Frascella gives four tips how to convince your organization leadership to pay more attention to the customer experience model.

Creating Your Customer Experience Training Plan

Customers are the lifeblood of any business. Every business needs to ensure that customer are treated the right way. In this article, we revea a form of training that focuses on helping employees to create a positive feeling among their customers. This training will help you preserve customers in your company.


Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.