CX professionals are the best (and worst) Customers

The Wall Street Journal has a daily column called “Best of the Web Today.”  Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well.  A recurring gag is to make little jokes about headlines published around the Web that, regardless of the actual story attached, sound funny or irreverent when read on their own.  A meme he used a lot was to append a clever label to such headlines as, say, “Florida man critical after bout with runaway gator” pithily with:  “Everyone’s a Critic”.  When it comes to Customer experience, all of us CXers are, well…critics, no?

And if we’re doing it right, if we’re truly curious and hungry to learn about CX broadly, we’re actually looking for the good and the bad in our experiences with brands.  Just like a food critic doesn’t want it known that the restaurant he or she is visiting is being evaluated, lest they go all out to deliver a spectacular meal just for the review, and just like a theater critic wants to (to the extent possible) see the performance through the eyes of his or her readers, we as CX professionals won’t learn much if we all treat each other better than the average Customer.

That has an upside and a downside.  We as CX professionals can be the best Customers but also sometimes the worst. (more…)

By | 2020-12-14T16:36:57+00:00 December 14th, 2020|Categories: Consulting, CX Culture, CX Jobs, CX Strategy, CX Thoughts|0 Comments

Good CX Principle #2: Communicate

In this, the second installment of a five-part series on the Principles of Good CX (Intro here, and Part One here), I’ll present the principle of Communication.  It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong.

I recently spent literally two weeks waiting to hear back from my insurance company on a property claim.  It was a complicated issue (for me, at least, as the Customer) that entailed my insurance company, my neighbor’s insurance company, and the insurance company that covers my HOA.  There were all sorts of complicated (again, for me, I’m not in insurance) dealings between the three carriers having to do with liability and competing deductibles, and meanwhile, I had tradespeople working on repairs to our place who were wondering when and via whom they’d be paid. (more…)

By | 2020-11-12T15:57:05+00:00 November 12th, 2020|Categories: Consulting, CX Strategy, CX Thoughts, Principles of Good CX|0 Comments

Good CX Principle #1: Get it Right

In my time as a CX professional, I’ve developed what I call the Five Principles of CX.  I’ll go through them over the course of five articles starting here with the first one:  Get It Right (GIR).  (I posted an introduction to the series here.)  Although not universally the case, and it’s not a good idea to limit it just this way, a lot of folks consider CX in terms mostly of Customer support.  That is to say, that most of the time when we consider improving CX, we look to how we handle Customer requests when something’s gone wrong.

This is a narrow view, and we should avoid considering CS as the totality of CX.  A Customer’s experience begins before he or she even comes into direct contact with our brand—through word of mouth, online reviews, or just the sound the name of our business makes when spoken out loud—let alone has problems with our goods or services.  That said, though, Customer support can help us greatly when it comes to improving our CX. (more…)

By | 2020-11-11T19:25:28+00:00 November 11th, 2020|Categories: Consulting, CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|0 Comments

An introduction to the Principles of Good CX

I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one.  Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of Good CX. (more…)

By | 2020-11-09T16:03:40+00:00 November 9th, 2020|Categories: Consulting, CX Strategy, CX Thoughts, Principles of Good CX|0 Comments

CX: How it all works

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience.  I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are.  Following, in a continuation of this series of articles, I’ll explain with more specificity how these work (and work together), as they each deserve their own writings.

(more…)

By | 2020-08-10T15:31:08+00:00 August 10th, 2020|Categories: Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering, VoC|0 Comments

How are you segmenting?

I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program.  Here were two mistakes they were making:

Their first mistake was that they defined their Customers by their own products and services.  One of the important concepts in your VoC program is differentiation between your segments.  The different types of Customers you sell to have different needs, different experiences, and different attitudes about what constitutes good CX.  But how you differentiate matters.

This organization had distinct and broad categories of products and services, which, the bigger you get is inevitable.  You may have so many segments that it’s unreasonable to differentiate too much (or at least to categorize and lump together certain like segments).  But, it’s important to segment your Customers because one size truly doesn’t fit all.  And we’ll get to what to do with the segments in a minute.

Here’s the problem they had:  (more…)

By | 2020-08-29T19:45:15+00:00 July 15th, 2020|Categories: Consulting, CX Strategy, CX Thoughts, VoC|0 Comments