by Ceatro Group | Nov 10, 2015
Most people agree that having, and providing, a great customer experience makes sense. Ceatro Group rarely encounters an executive that doesn’t wholeheartedly agree with the notion that great customer experience improves revenue, loyalty, and satisfaction across...
by Ceatro Group | Sep 10, 2013
You know that phrase “don’t sweat the small stuff ?” When it comes to your business, forget you ever heard it. You almost always have to sweat the small stuff to get a great outcome, and even mediocre outcomes, and this is especially true where people that you...
by Ceatro Group | Dec 13, 2012
Infographic: The disconnect between the experience customers expect from a company, the experience a company thinks it is delivering, and the experience the customer actually has is best explained graphically. Organizations that make all of these depictions look...
by Ceatro Group | Nov 12, 2012
When we are designing experiences, products, services, and processes inside our organizations it is hard to keep in perspective how relative what we are creating is in our customer’s life. There are, of course, offerings that are mission-critical in...
by Cynthia White | Sep 20, 2012
Over the last 10 years interest in customer experience has been growing. From consultants to in house practices, organizations are talking about the customer experience they offer, their customers’ experience, and building customer experience departments now more than...
by Ceatro Group | Sep 13, 2012
Your customers’ processes and your processes that touch the customer are as critical to your operations as your supply chain or product development processes. Mapping your customers’ experiences (from their perspective) and mapping the Customer Experience...
