#customerbehaviour

Read more about the article CX Theater: Why Companies Pretend to Care
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CX Theater: Why Companies Pretend to Care

In this article, the illusion of CX Theater is exposed, where companies rely on scripted empathy, endless surveys, and glossy touchpoints without real change. We explore why businesses fall into the trap of optics over substance, the hidden costs of pretending to care, and how leaders can dismantle the theater by empowering employees, fixing backstage processes, and building authentic customer experiences rooted in trust and action.

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Read more about the article Uncork the full potential of your business with customer segmentation and provide tailor-made CX
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Uncork the full potential of your business with customer segmentation and provide tailor-made CX

Are you ready for the ultimate key to unlock the door of customer success? Look no further than customer segmentation! This powerful tool is the backbone of strategic planning for any customer success team. It helps them navigate the complex landscape of customer needs and preferences, boosts their efficiency, and enables them to tailor products and services to specific customer groups. By improving customer retention, it's like a road trip with a map that leads you to your destination faster and with fewer detours. Investing in customer segmentation is not just an option, it's a strategic necessity that will elevate your business to the next level!

Continue ReadingUncork the full potential of your business with customer segmentation and provide tailor-made CX
Read more about the article Mastering the Fine Art of Delivering Candid Feedback for better CX and EX
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Mastering the Fine Art of Delivering Candid Feedback for better CX and EX

I often hear that providing feedback is one of the hardest things for most people, both in personal and professional environments. I have to agree, it's quite difficult indeed. And that's why this time I analyze the importance of delivering candid feedback for better customer and employee experience, while exploring the psychological principles behind feedback, including cognitive dissonance, and offer insight into how to navigate feedback effectively.

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