Founder @stephaniethum. #CX leadership and digital marketing from a practical perspective. Rarely posting on X. Find us on @LinkedIn.
Washington, DC
Joined October 2019
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Practical CX ® retweeted
Circular Design, Extended Producer Responsiblity, and the Case for Business Fluency in #CX #customerexperience #business #EPR #circulardesign #circularity #sustainability via @PracticalCX
practical-cx.com/post/circul…
Practical CX ® retweeted
We’re living in a digital marketplace where the price tag you see may be less about the product and more about the #data you’ve left behind. practical-cx.com/post/what-p… #cx #dynamicpricing #customers
Practical CX ® retweeted
THIS! One of the most important pieces of advice I’ve given to ALL of my clients.
👇🏾
Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #Leadership #CustomerExperience #customerfeedback #metrics
Practical CX ® retweeted
Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #Leadership #CustomerExperience #customerfeedback #metrics
Practical CX ® retweeted
The success of a webpage isn’t about getting the #customer to do what *you* want them to do. Success is about the *customer* getting to do what *they* want/need to do. #cx #customerexperience
Practical CX ® retweeted
#CX Advanced Skills: Why circular design is a natural path for CX #learning. #Sustainability #circularity practical-cx.com/post/making…
Practical CX ® retweeted
#Sustainability and seamless customer experiences are no longer worlds apart. Are #CX pros prepared with the circular design skills they need? practical-cx.com/post/making…
Practical CX ® retweeted
To be viable amidst the #competition, you have to do more than just understand what #customers want in a product. You need to understand the customer’s whole life stream + design solutions that put your #brand into that life stream in positive ways. #cx #design
Practical CX ® retweeted
Sometimes I think the problem isn’t NPS. It’s that #CX pros are way too hung up on debating the value of NPS.
#itsokaytomoveon #nps #customerexperience #netpromoterscore
Practical CX ® retweeted
Calling all #CX leaders. Want to do something that will challenge you this year & see you apply your CX leadership experience into the world of #academics
Then I invite you to 🙌 in the comments or DM me to find out how you can elevate global CX #education with @Sage_Publishing
Practical CX ® retweeted
My new blog post: Balancing my 9-to-5 and a #CX education passion project. #CustomerExperience #Education practical-cx.com/post/igniti…
Practical CX ® retweeted
Unraveling the negative ROI of purposely bad #CX. #CustomerExperience #Business #Customers
practical-cx.com/post/cx-ign…
Practical CX ® retweeted
It's been a minute since I sat down to speak on a #CX podcast, but when @mark_slatin asked me to come onto his show to talk about my #PhD research, I couldn't resist. Thanks, Mark! #CustomerExperience #Leadership
podcasts.apple.com/us/podcas…
Practical CX ® retweeted
Improving government #CX doesn't necessarily need to entail pricey projects and deleting rules. #PlainLanguage is there to help ease frictions, and the U.S. federal government wants it to be used more often, including on Regulations.gov. conta.cc/3PkYJ59
Practical CX ® retweeted
Great article from @stephaniethum at @PracticalCX with links to 5 studies about the downsides of bad #CX -- when customers get mad! Note to brands: it's a high-stakes business!
practical-cx.com/post/custom…
Practical CX ® retweeted
Fail to protect their personal data.
Lie or over embellish the truth.
Overcharge.
Raise the price without raising the value.
Say, “That’s not my job.”
#custserv
Practical CX ® retweeted
If customers are saying "no" to giving #feedback, guess what. That’s feedback. #cx #customerexperience – at Oakton, VA
Practical CX ® retweeted
🎸🎵🌟CXPA thanks all CX rockstars for the amazing work you do daily to strive for #CX excellence all year round! 🎸🎵🌟 #CustomerExperience #Customer #ccxp #customerjourney #customercentricity cxpa.org/join
Practical CX ® retweeted
As emeritus series editor, I'm happy to hand the baton to @AilsDay for the 2024 collection of #CX business cases for @SageBusiness_. We celebrate the launch of the 2023 collection next week. Come pitch your idea for the 2024 collection. #PhDLife #publishing 👇
Learn from industry experts and discover how #CustomerExperience shapes the business world.
Join our digital event on March 30 at 5:00 p.m. EST and celebrate the launch of SAGE Business Cases' newest Original Series!
Find out more here: ow.ly/yBln50NnIw0
Practical CX ® retweeted
Effective #communication is the lifeline of exceptional #customerexperience. It's not just about words. Tone, empathy, and responsiveness create impressions, good and bad. Don't just talk, connect with your customers to see your biz thrive. #cx – at Oakton, VA