return on experience

Drive EQ to Improve CX and ROE [INFOGRAPHIC]

Let’s look at what can be done to enhance the success of CX (customer experience) efforts and your ROE (return on experience) investments. First and foremost, we should select people with high EQ (emotional intelligence) and/or develop the EQ of our existing team members. I spend a lot of time talking about EQ in my…

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Drive EQ to Improve CX & ROE [It’s Alphabet Soup Time]

I have long believed that CX (customer experience) is as much about perceived emotional value as it is about logical assessments of practical value. In other words, I think customers determine the quality of an experience based on the benefits and attributes of products or services AS WELL AS how the overall experience left them…

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