Blog 2020-04-24T21:56:00+00:00

Employee experience begins with candidates

The world of work out there these days is simply weird.  With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes.

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves.  Many an article has been written since the beginning of the saga emphasizing how important Customer loyalty and care are to the ‘new normal.’  I’ve also been fascinated to see what’s going on in the world of CX employment.  I’ve mentioned a few times that it’s an interesting world out there for CX jobs, but in some ways, there’s nothing all that unique about our career field than any other business discipline:  People want (and deserve) to be treated fairly and respectfully. […]

By | April 27th, 2021|Categories: Consulting, CX Jobs, CX Strategy, CX Thoughts|

Reasons to read and share

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think, and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience.  There are insights into specific tactical issues, organizational concepts and approaches, strategic thought leadership, and much more.  Given the robust nature of topics within CX, it’s vital to be out there consuming as much information from as many different sources as possible in order to keep up. […]

By | April 20th, 2021|Categories: Consulting, CX Culture, CX Strategy, CX Thoughts|

Shouldn’t we know better?

Let’s start today with a couple of anecdotal experiences:

Anecdote 1:  It seems every time I pay in cash (who does that?), this happens:  The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them.  This means that, to put the change away, I have to slide the bills out from under the coins (a la a magician with the table cloth out from under the glasses and place settings), put the change in my pocket, fold the bills with one hand, then fumble them into my wallet, all while trying to manage the bag of items I just bought.  Every time this happens, I’m reminded that a much more convenient way to receive change would be the opposite:  Put the coins in my palm then either hand me the bills in the other hand or lay them on top of the coins, thus allowing me to fold the bills with one hand and simultaneously chunk the coins into my pocket.  That’d avoid the little magic trick of shuffling the bills out from under the change. […]

By | April 13th, 2021|Categories: CX Culture, CX Strategy, CX Thoughts, Process Engineering|

CX for SaaS

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there.  Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. […]

By | April 6th, 2021|Categories: Consulting, CX Strategy, CX Thoughts, VoC|

For CX, Where is not as important as What and Why

Where a CX function is located within a company is a frequent discussion topic among CXers.  I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do.

But if I could get all Simon Sinek-y here, naturally the greater question still, is the Why.  Let’s look at the charter of what your CX organization should be in the first place, then we can start to look at what difference it may make as to where it’s located.  The why should drive the what, and therefore, the where will really just be a slight tweaking and refinement of range of influence. […]

By | March 30th, 2021|Categories: CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|