La-Z-Boy has been around for nearly 100 years. However, in the 1990s, the recession and various competitors manufacturing overseas hit the company hard and it decided to switch up its marketing to attract more affluent and younger buyers, as well as women.
Many companies have not comprehended the full extent of EX and those responsible for improving EX are HR individuals rebranded as EX professionals. This leads to EX professionals performing the same activities they did as HR professionals.
Lenovo is on a journey to become more customer-led, although its customer experience chief is the first to admit it's not there yet.
Transforming the employee experience aids communication, improves transparency and boosts engagement and this, in turn, drives improvements in customer experience. That's the message from Facebook's Transform Sydney event held this week, where the social media giant...
When you are dealing with holiday makers who expect exceptional customer service, ‘gut feel’ isn’t going to cut it.
?Customer experience (CX) is being superseded by human experience (HX) and it is those companies who recognise this who will have an advantage.