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Saturday, August 17, 2019
meeting

How Leading CEOs Increase Customer Empathy and Understanding.

If you’re a CEO or C-suite executive and you want to create a customer-centric culture, you need to increase two things in the minds of your employees: Understanding of the customer.  Empathy for the customer. How do you do this? Well, you could and should start by formulating a customer-centered business strategy and ensuring that […]
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C-Suite: Are You Committed to Voice of the Customer?

Almost every C-suite executive claims that their company is — or desires to be — customer-driven. However, the truth is that very few executives base their business strategy and daily decisions on an intimate understanding of the customer and real customer insights. Constructing a customer-centric business starts at the top. If you truly want to […]
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Is Your C-Suite Committed to Activating Real Customer Insights?

“Customers want to talk, and businesses want to listen — but to do so successfully, companies have to overcome the challenges that threaten to drown out the Voice of the Customer.” – Questback As a CEO or C-suite executive, are you serious about listening to and acting on customer insights and feedback? Do you have […]
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5 Questions Every CEO Must Answer to Maximize Customer Engagement.

The number one trait of companies that succeed in delivering a superior customer experience is the ability to develop and deliver a clear, consistent message. (McKinsey) Today, prospects and customers expect continuity and consistency throughout the buyer journey. One way CEOs and C-suite executives can ensure this happens is to implement a disciplined process for […]
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Creating Clarity in the Mind of Your Customer Starts in the...

To establish clarity in the minds of customers, the C-suite must make corporate messaging a strategic priority across the organization and fully buy into the fact that the story directly impacts the financial performance of the business. It also requires that the C-suite get sales, marketing and customer experience leaders in a room to define […]
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meeting

Achieve Success Through Consistency, Connectivity and Continuity.

In the hyper-connected, always-on, customer-driven world we operate in today, leading CEOs are leaving their old-school definitions of marketing and communications behind. They are writing a new playbook. A communications playbook for the entire enterprise that is rooted in delivering a consistent, connected and cohesive story throughout the customer experience. Consistency serves as the cornerstone. […]
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Employee Actions and Words May Be Killing Your Business.

CEOs and C-suite executives must realize that the actions taken and the words used by their employees directly impact the customer experience and the company’s financial results. So, as a CEO or C-suite executive, how can you influence those actions and words? It’s simple. Your corporate strategy Should drive consistent actions and outcomes across your […]
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10 Commitments CEOs Must Make to Experience CX Success.

For customer experience to translate into improved financial performance and serve as a competitive advantage, it must be embraced enterprise-wide. It must be implemented in a cross-functional manner — and, it has to be a priority for you and your entire C-suite. Here are 10 commitments you must make, as the CEO, if you want […]
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C-Suite: In the Experience Economy, There’s No Place to Hide.

Fact: The “always-connected customer” has unprecedented access to your organization. C-suite executives need to realize that how their business operates, what their organization believes in, the actions their employees take and the messages used to describe their business are … omnipresent. These messages and interactions define the employee and customer experience with your company. They […]
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process flow

Barriers Preventing CEOs from Delivering a Consistent Story Throughout the Customer...

As a CEO or C-suite executive, it is critical that you think about one simple fact: Today, your prospects and customers have unlimited access to your business. Their experience spans more people, processes and technologies than ever before. This has resulted in an explosion in the number of ways prospects and customers interact with your […]
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