Articles

It’s the Journey That Matters: Improving Customer Experience and Loyalty

Corporate Values Must Be Aligned With Those of the Customer Not only has 2020 brought many changes to the world as a result of the COVID-19 pandemic, but it’s also changed the way that businesses define their mission and values — how they approach corporate social responsibility — to customers. No longer can a brand afford to …

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Customer Focused Business Culture

Customer Focused Business Culture Tips Creating a standout customer experience is an all-hands approach. Every employee needs to understand the importance of their individual contribution when it comes to customer happiness and the overall experience. Mike Wittenstein – Managing Partner, StoryMiners Go into the field and get the same experience your business is giving your customers. …

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EyeforPharma CX Report

What is CX? Customer experience (CX) is a marketing revolution that’s gaining ground in the pharmaceutical industry. Many industry leaders will have already heard about this concept and how it is typically associated with words such as innovation, competitive advantage, and revolution.  While there are several definitions available, in this report CX is described as …

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Top 5 Reasons Your CX is Failing (And What You Can Do to Fix It)

In 2017, we found our customer experience consultancy Storyminers facing a problem many of our clients can relate to: our numbers were slipping. Referral rates were starting to decline. Prospects were decreasing in size. We therefore turned our work on ourselves by identifying key issues hampering our potential, asking clients what they valued most in order to …

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Why you need to design CX change, not just do it

Experience design expert, Mike Wittenstein, talks about the challenges of coping with digital disruption and customer transformation and why so many organisations are still failing at it Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. That’s the …

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Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Before SharpenCX elected to become the agent-first contact center built to help prioritize agents and strategically improve customer experiences, they connected with Mike Wittenstein of Storyminers. IBM Global Services’ former eVisionary, Mike taught customer experience and adaptive enterprise at IBM’s Advanced Business Institute. How do you expect customer expectations to change in 2017? Customers will …

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Success by Design

Customer experience is everything you do for your customers and to them and how it makes them feel. Customer experience design is the art and science of shaping experience for customers so they appreciate it, remember it, and share it with their friends. In today’s competitive business world, success has become an art and those …

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Give your customers a retail experience they’ll rave about

It’s well known that, all things being equal, a better customer experience means higher sales, increased customer loyalty, improved word-of-mouth, higher profits and a place that’s more fun to work. What’s not so well known is how to make that happen, especially in today’s tough marketplace. As buying patterns shift, mattress marketers need to explore …

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Storied Careers: 40+ Story Practitioners Talk About Applied Storytelling

Imagine an international conversation about many applications of storytelling. That’s what this book aspires to. “Applied storytelling” covers a wide range of disciplines, such as organizational storytelling, storytelling for marketing and branding, storytelling for job search and career advancement personal storytelling/lifewriting/memoir writing, digital/video storytelling, and more. Representatives of those storytelling genres and more speak their …

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