CH Consulting Group
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Customer Experience in the Experience Economy
Have we Westerners hit a peak when it comes to owning – and buying – more stuff? If you consider the stats about the experience
Use Moments that Matter to Impact Customer Experience
Consider the little things you do for the people you love: a note in a lunchbox, a surprise delivery, favorite home-cooked meal, cup of coffee
Why Customer Retention Still Matters and How You Can Measure It
It costs five times as much to attract a new customer than to keep an existing one, which is why customer retention is so vital
The CEO/Customer Experience Link
“There is only one boss – the customer. And he can fire everybody in the company from the chairman on down, simply by spending his
Near-Shore vs. Off-Shore: Which is Right for Your Business?
As a contact center professional, you’re probably already aware of one of the hottest topics in the contact center space today: the question of outsourcing
A Focused Approach to Customer Experience
Customer Experience will overtake price and product as the key brand differentiator by the year 2020. – Walker 70 percent of buying experiences are based on
Is Your Marketing Authentic?
We talk a lot about customer experience at CH Consulting Group, from how to design CX strategy and measure CX improvements, to integrating CX into
5 Benefits of Interim Leadership
An organization that loses a top leader such as a CEO or other C-suite executive faces an anxiety-producing situation even under the best circumstances. Without
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