by Ceatro Group | Feb 10, 2020
Our blog posts to date have started the discussion about why customer (and employee and supplier) experience is so important in securing customer loyalty, revenue, and respect in consumer oriented organizations and business oriented organizations. We have looked...
by Ceatro Group | Apr 25, 2017
Do your customers love what you sell but don’t love doing business with you? Are you losing customers even though product satisfaction is high? You aren’t alone. Many organizations focus their design, development, and management efforts on what they...
by Ceatro Group | Nov 14, 2015
Once the customer experience is in the market and you are actively managing it (everyday) there will come a time when making a change to is warranted, demanded, or desired. Making a change is different than managing the experience. Managing the customer experience...
by Ceatro Group | Nov 13, 2015
In our experience most customer experiences go haywire for two reasons: It wasn’t intentionally designed in the first place It isn’t managed We broadly covered the first issue in part 3 of this series (and will do so in more detail in the coming weeks)....
by Ceatro Group | Nov 12, 2015
As a reminder of where we are in the 6 part series: we have defined customer experience, we have gotten sponsorship from a strong executive and he or she has marshalled the organization, we have learned all the important things that matter for our customer experience...
by Ceatro Group | Nov 11, 2015
The experience itself is the The Big Show, right? You may have noticed that in this 6 part series only 1 of the days is dedicated to talking about what the experience itself is and the other 5, more or less, are focused on how to make it happen. This is intentional....
