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Why Customer Experience Now
I am sure we will all agree that “2020” will be a year for the history books! We have experienced some unprecedented events which will...
Derek Bildfell
Jan 13, 20221 min read
How does the pandemic affect your personas and journey maps?
Virtually EVERY organization has been affected by the pandemic. Whether struggling or thriving, we've all had to re-examine how to offer...
Derek Bildfell
Jan 12, 20226 min read
NPS Score doesn't matter, it's how you use it that counts!
#NPS remains the most popular measure of customer loyalty and engagement across almost all industries. As a pioneer implementer of the...
Derek Bildfell
Jan 11, 20222 min read
The Essence of Customer Experience Management
I recently had a conversation with a new CEO who wanted to find subtle issues in the organization. We talked about how to use the...
Derek Bildfell
Jan 10, 20221 min read
Uncover 7 Crucial Insights With Journey Maps
There's no question: Customer Journey Mapping is on the rise. A 2018 Quadient/MyCustomer global study of Customer Experience...
Derek Bildfell
Jan 9, 20223 min read
Happy Residents Are More Profitable (And Less Risky)
Manage your Move-In Experience to Improve your Bottom Line In our work managing a large number of residential units, we see that the...
Derek Bildfell
Jan 8, 20223 min read
The First 4 Steps to Improve Your Customer Experience
We’ve spent a lot of time talking about the reasons to be motivated by Customer Experience (CX) in previous articles. While improved...
Derek Bildfell
Jan 7, 20226 min read
The Macroeconomic Drivers for CX Adoption: Ignore It At Your Peril!
There’s a macroeconomic shift that’s been emerging for quite some time, and it can no longer be ignored. The customer experience has...
Derek Bildfell
Jan 6, 20225 min read
The Compelling Case for Committing to CX Leadership
The Compelling Case for Committing to CX Leadership CX Leaders Are More Successful, Period. There’s no question that there’s a...
Derek Bildfell
Jan 5, 20223 min read
Why Manage the Customer Experience? Because it’s a Guaranteed Investment!
Investing in the Customer Experience (CX) is effectively guaranteed to improve your bottom line. 89% of CEOs are looking to include...
Derek Bildfell
Jan 4, 20223 min read
Two Ideas to Accelerate Your Initial Customer Experience Management Efforts
You’ve recently been tasked with implementing a program to improve the customer experience, possibly because a senior executive has...
Derek Bildfell
Jan 3, 20223 min read
3 Years is a Responsible Perspective to Take on the ROI of a Customer Experience Investments
Bruce Temkin has done a great job on this infographic and of course the research that supports it: ROI of Customer Experience...
Derek Bildfell
Jan 2, 20221 min read
Top Economic Forecaster Recommends Customer Research as Top Priority
I recently attended another outstanding presentation by ITR Economics, the oldest independent economic advisory firm in North America. ...
Derek Bildfell
Jan 1, 20222 min read
6 Steps to a Strategically Aligned Customer Experience Management Program
CEM concerns that keep your CEO up at night! "Are you a C-Suite executive that would like a truly unbiased view of how your company...
Derek Bildfell
Jan 1, 20221 min read
Big Data Needs a New Name, “Borg Data”?
The simple definition of Big Data refers to any analysis that consumes data that exceeds a single systems capacity to collect and analyze...
Derek Bildfell
Dec 31, 20213 min read
Big Data Impact on Customer Experience and Vice Versa
Customer experience management continues to be a rapidly gowing segment, (Huffpost article with good data) estimated to grow at 20% CAGR...
Derek Bildfell
Dec 31, 20213 min read
Experience Management
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