Articles for Brooke Niemiec
Happier Together: 4 Steps for Merging the Customer and Employee Journeys
Despite the growing attention to customer experience, one component is still commonly overlooked: the employees responsible for delivering it. Zippering customer and employee experiences together creates an all-around stronger and more integrated business model.
4 Steps for Measuring Customer Experience
What is the right way to track CX? The best solution(s) will strike a balance between simplicity and usefulness.
Good Customer Experience Starts with Your Brand
Everything from the positioning, the platform, and the brand promise should act as a filter for how you communicate with and support your customers. Part two of a two-part series.
How to Apply Insights to the Customer Experience
Between marketing, fulfillment, and support, there are dozens of interactions that make up, and affect, the customer experience. Here's how to get a handle on them. The first in a two-part series.