What Customers Really Want (and what you should focus on)
We love the way CEB Towergroup describes what customers are looking for when it comes to customer digital interaction with their chosen brands: “The most important factors driving customer selection of a given contact channel are (1) the degree to which customers believe accessing the...
Jesus Loves You Rice and Beans
The Greater Accra Region in Ghana, West Africa is known for its faith-based business names and slogans. In my recent trip to Ghana I was amazed at how often you saw the name of God proclaimed on business signs, buses, taxis and the like. These...
Now that you know that CXM is more than just another fancy acronym out there, we want to share some real life examples of how it works. What’s special about digital customer experience is the fact that these are experiences that organizations set up for...
5 CXM Stats for Why CXM Matters
Why is CXM so important? One of the top CXM experts, Esteban Kolsky of thinkJar, has compiled research on the matter, a host of stats to be exact, that speak to why CXM really does matter. Here are five of his fifty that show the...
The Boys of the Lake are real. All 21,000+ of them. Trafficked, doing dangerous work, wearing next to nothing, just trying to survive a life that is much different than a life they dreamed of. 21,000 boys held as slaves in Ghana’s fishing industry on...
CXM, or customer experience management is the next step in the evolution of CRM—customer relationship management and marks a clear shift from what experts call an “inside-out” view of dealing with your target market to an “outside-in” approach. Organizations who are at the leading edge of...
34,000 feet in the air, somewhere over West Africa and I’m crying my eyes out. Do you know the feeling when you’ve been running too fast and been too distracted and you’ve finally had a chance to slow down and take inventory? The type of...