Understanding Motivation in the Workplace: Exploring the Three Social Motives
Last week, we discussed the contrasting views of Maslow and Murray regarding the number of human needs. However, it's important to...
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The Customer Experience Blog
We are in the business of helping you connect your CX programs and practices (however you chose to refer to the work you're doing to make your customers successful), to revenue. Check out our blog to learn more and share your thoughts.
Tom Cates
- May 26
- 3 min
Motivation: Unlocking the Power to Drive Action
Motivation is a multifaceted process that encompasses an individual's intensity, direction, and persistence of effort towards achieving a...
2 views0 comments
Tom Cates
- May 19
- 3 min
The Hedgehog Concept
Choose a Winning Business Strategy: Price, Product, or People? Many brilliant corporate strategy gurus have created and tested...
5 views0 comments
Tom Cates
- May 12
- 2 min
The Truth About Loyalty: Debunking Common Myths That Could Harm Your Business
Business success is often equated with customer loyalty. However, there are common misconceptions about what loyalty truly means. Here...
3 views0 comments
Tom Cates
- May 5
- 3 min
The Science of Human Motivation: Understanding Our Three Brains
In the world of business, building long-term, loyal customer relationships is crucial to success. This involves understanding your...
2 views0 comments
Tom Cates
- Apr 28
- 3 min
A Guide to B2B Strategies
Cost Leadership Cost Leadership is a business strategy that involves a company focusing on achieving the lowest possible cost of...
4 views0 comments
Tom Cates
- Apr 21
- 3 min
Building Sales Equity: The Power of Thanking Your Customers All Year Round
In today's business landscape, customer experience is a topic that has caught the attention of managers, executives, and consultants...
4 views0 comments
Tom Cates
- Apr 14
- 4 min
Breaking Out of the Pack
How to Become a Trusted Advisor and Unlock Growth in Your Business Are you an average business person looking to break out of the pack?...
4 views0 comments
Tom Cates
- Apr 7
- 2 min
Being One in a Million is Not Enough
If you are in the market for stainless steel tubing, a simple Google search can quickly overwhelm you with over five million results in...
4 views0 comments
Tom Cates
- Mar 31
- 3 min
Challenges of Cross-Selling
Are you struggling to retain clients and cross-sell effectively? In the world of business, new clients and existing clients are very...
4 views0 comments
Tom Cates
- Mar 24
- 3 min
Working with Competency
A couple of weeks ago, we touched on one out of six dimensions of a trusted advisor. This week, we are going to examine the importance of...
5 views0 comments
Tom Cates
- Mar 17
- 2 min
Is Retention a Sign of Loyalty?
Customer retention has long been considered a key metric in determining customer loyalty. After all, if a customer keeps coming back year...
6 views0 comments
Tom Cates
- Mar 10
- 3 min
Integrity Tactics
At Encompass-CX, we discovered that there are six qualities that trusted advisors have. Starting with integrity, we are going to take a...
3 views0 comments
Tom Cates
- Mar 3
- 2 min
The Evolution of Customer Satisfaction
Over the past few decades, customer satisfaction has undergone significant changes, driven by technological advancements and changing...
7 views0 comments
Tom Cates
- Feb 24
- 2 min
Why Customer Satisfaction is Not Enough for B2B Sales
In B2B sales, focusing solely on customer satisfaction and using traditional measures to build stronger client relationships is a...
4 views0 comments
Tom Cates
- Feb 17
- 3 min
Accelerate into a Trusted Advisor Relationship
We all have built relationships in our lives. From experience, we know that some relationships take more time to nurture than others....
5 views0 comments
Tom Cates
- Feb 10
- 3 min
Has Trust Changed?
Trust is a fundamental aspect of any relationship, as every decision is based on trust. While the principles of trust, such as...
3 views0 comments
Tom Cates
- Feb 3
- 3 min
How to Cultivate Long Lasting Client Relationships
Everyone wants to have long-term client relationships. They offer endless benefits such as increased revenue, referrals, and even...
6 views0 comments
Tom Cates
- Jan 27
- 2 min
The Benefits of Benchmarking
Benchmarking is a tool that businesses use to compare a company’s performance against competitors or itself, with the ultimate goal being...
5 views0 comments
Tom Cates
- Jan 20
- 3 min
The Problem with Net Promoter Score (NPS)
Net Promoter Score (NPS) is a commonly used measure of customer satisfaction and a supposed predictor of growth rate. The idea revolves...
5 views0 comments
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