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What is the intersection?

Customer-centric

Employee-centric

Recents

Featured

Jul 19, 2018

EMPATHY & CX | ask + listen + understand + execute

Jul 19, 2018

Jul 5, 2018

Enhancing your brand + building trust with de-identified CX data

Jul 5, 2018

The real question is why brands are so infatuated with the notion of identification in an era when consumers do not want to be identified - see the subhead.

Jul 5, 2018

Jul 2, 2018

Why are you paying customers for their feedback?

Jul 2, 2018

A brand should be building trust with consumers, period. Not paying them to consume their products or services by asking them to pay with their valuable time to take a survey or expose their identity.

Jul 2, 2018

Dec 20, 2017

Employee Satisfaction - Inside out

Dec 20, 2017

They’re often called “the front line,” because they are. There is nothing more important in your business than the team you’ve built. If you’re fortunate, you have assembled a formidable team willing to do whatever it takes to fulfill your mission and make your customers happy.

Dec 20, 2017

Sep 18, 2017

Customer Churn and Burn?

Sep 18, 2017

What’s your scoreboard? Understanding how your business scores (grows) or is defeated (atrophies) is largely determined by the experience your customers perceive. This ultimately leads to customer retention or attrition. An epiphany to some, it should be the guiding principle for all businesses.

Sep 18, 2017

Sep 13, 2017

Capture the moment, understand your customer's experience

Sep 13, 2017

Feeling the pulse of your customer requires the ability to acquire a continuous stream of unfiltered feedback. It’s not a one-time or sporadic act, and it shouldn’t require a bribe like a prize or discount on future purchases

Sep 13, 2017

Oct 27, 2016

De-identified data?

Oct 27, 2016

Ever wonder why your customers do not provide feedback about your business, service oriented or otherwise?

Oct 27, 2016

Tapyness®

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about 6 hours ago
Tapyness®

A #CX principle that needs embedding in your organization, w/buy-in Acquire insight linked to business strategy tha… https://t.co/ka6XXJyqpY
about 8 hours ago
Tapyness®

"All it takes is one bad experience to drive a customer away and into the arms of the competition...puts companies.… https://t.co/OkKWsjcQta
about 9 hours ago

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