Customer Success is not CX

I’ve written previously about different job postings with CX-sounding titles.  One of those jobs is in the family of “Customer Success” positions.  If you’re like me, and work in CX, you may have wondered, What, exactly, is, Customer Success?  From a CX perspective, it may be useful to understand how these roles and their responsibilities differ from ours.  To that end, it’s a lot like CX, but it’s not exactly that.  While I’ve not played much a role in this space, I’ve made quite a few connections in the CS world and here’s what I’ve been able to gather from these conversations:
(more…)

By | 2020-10-22T14:50:28+00:00 October 22nd, 2020|Categories: CX Jobs, CX Thoughts|0 Comments

Lead and lag measures

You know I’m all about metrics and measures.  One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring.  CX is a study that’s founded on measuring…from survey results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us.

One topic of confusion I’ve seen a lot over my time is in regard to lead versus lag measures.  Everybody’s got their own opinions and there doesn’t seem to be a textbook answer to what’s what, so take this as simply my theory and how I approach what’s meant when we speak of such things. (more…)

By | 2020-10-15T16:00:46+00:00 October 15th, 2020|Categories: CX Thoughts, Measures & Metrics, Process Engineering|0 Comments

Transactional and relationship surveys: They’re different

“Well, it’s because they’re different.”

The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported.  But in the end, it’s no more complicated than that.  Forget that I was, without it occurring to me, loosely quoting Vanilla Ice, but sometimes it’s hard for us in the context of the business we think we already understand to see the forest for the trees.

In my defense, the Customer profiles were different, the products in the different lines of business were tremendously different, and even the people they had supporting the two products were different, and located in different contact centers.

This occurred to me the other day when I was reading through some discussions regarding two approaches in the VoC world:  Transactional versus Relationship surveys. (more…)

By | 2020-10-11T18:26:14+00:00 October 8th, 2020|Categories: CX Strategy, CX Thoughts, VoC|0 Comments

The value of certifications

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification.  People considered him a bit of an egotist and obsessed with certifications.  Credentialism is a thing, after all.  But I asked him once about all his accreditations.  He said, “Some people say, ‘Sure, well you’re just good at taking tests,’ and I say, ‘Yea, I am, I guess.’”  Point being, he was pretty humble and casual about them, but wasn’t kidding himself that lots of folks take them to heart.  In his mind, it didn’t hurt that some people weren’t impressed—he likely wouldn’t lose favor with any of them for being credentialed (he was, it should be said, supremely smart and talented too…that always helps).  But for those who did care, why not jump through a little hoop here and there to get your foot in the door?  I’ll just say, it served him well.

I wrote recently about hiring your CX leaders from outside of your industry.  I understand that that’s quite a plunge to take for some folks:  You mean you want me to go with a complete novice in our industry and trust that person with our Customers?  Our entire CX program?  You must be nuts. (more…)

By | 2020-10-01T14:46:12+00:00 October 1st, 2020|Categories: CX Jobs, CX Thoughts, Leadership|0 Comments