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

For a CX leader, don’t hire from within your industry

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible:  a history of use of a platform or programming language that’s longer than the language’s existence in the first place.  There’s even been a mocking job posting put up with a cascade of similar impossibilities as requirements.

But that led me to thinking:  As I’ve written about before, I sometimes browse through job postings on LinkedIn and Glassdoor in the CX field.  What I mentioned in that previous post was how disparate the actual jobs are that are all listed as “CX” in some way or another.  But the joke about a job requirement for experience that’s literally impossible to have acquired set off a bell in my mind that reminded me of another thing a lot of these CX job postings have in common:  They almost universally require extensive experience in the hiring company’s industry. (more…)

By | 2020-09-17T13:33:10+00:00 September 17th, 2020|Categories: CX Culture, CX Jobs, CX Thoughts, Leadership|0 Comments

Dynamism over products or services

There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding.  One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether.  A company that determines its goodness or place in the lives of its Customers based simply on what they produce or do is missing a bigger piece of the puzzle:  Why a Customer should care in the first place.

It has repercussions on the ground:  If you make men’s shoes, that’s great.  But your brand and your vision should likely be more than simply, “we make good/great shoes.”  One reason for this is if the maker of “good/great shoes” were to go out of business tomorrow, a competitor would simply come in and buy up whatever is left of value—be it the supply chain, the raw materials, the cobblers (or elves?), the brand logo—and run on with whatever they’d been doing all along regardless of any greater purpose the recently out-of-business company may have had.  In short, the erstwhile shoe maker wouldn’t be missed. (more…)

By | 2020-09-03T14:51:39+00:00 September 3rd, 2020|Categories: CX Culture, CX Strategy, CX Thoughts, Leadership|0 Comments

Hire for compassion…but also make sure your culture matches

Steve DiGioia asks a great question about your Customer-facing team members’ words, but it can be representative of a more deep-seated issue:  Your culture!

 

By | 2020-08-28T17:37:06+00:00 August 28th, 2020|Categories: CX Culture, Sightings|0 Comments

Building a Customer-centric culture

Here is the final post in a series about building a world-class CX program in your organization.  I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here.  Now it’s on to building and supporting a Customer-centric culture.

“Well, culture’s a tricky one.”  So a guru once said to me about this ever-important aspect of corporate success.  And it’s obviously true.  HR departments and ‘climate committees’ spend lots of time and energy spinning up theories and ideas about how to improve and foster a great corporate culture.  It’s one of those things that’s easy to identify if it’s absent, but it’s challenging to identify steps toward achieving. (more…)

By | 2020-08-19T14:54:33+00:00 August 19th, 2020|Categories: CX Culture, CX Strategy, CX Thoughts, Leadership|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.

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

I’ll be on a podcast! Check it out this Friday

My buddy Nick Glimsdahl interviewed me recently for his podcast, and it’ll be released in just a few days:

By | 2020-08-29T00:22:53+00:00 August 3rd, 2020|Categories: CX Culture, CX Strategy, Sightings|0 Comments

“Treat your employees right” is more than just ‘feel-good’ rhetoric

The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they’re right.

One of those sayings that make the rounds all the time is, “if you take care of your employees, they’ll take care of your Customers.” There are variations but in the end the gist is that not only is good employee engagement vital to good CX, some even seem to think it’s the key; perhaps even that that’s all it takes. Oversimplifying the concept, however, is a bad idea (isn’t it always?).
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By | 2020-07-28T15:21:45+00:00 July 28th, 2020|Categories: CX Culture, CX Thoughts, Leadership|0 Comments

Don’t excuse it…solve it!

Customers don’t care about why you can’t get it done; they just want you to get it done.  Before you say that that sounds unfair, I’m not suggesting they want you to defy the laws of physics and make the impossible possible (well…usually they don’t).  Let me give you a small—yes, trivial—example:

The other day I stopped in to one of the national grocery store chains in my neighborhood.  All the handbaskets were conspicuously missing.  I chalked it up to the likely case that it was some sort of cleanliness effort, what with Covid and all.  I pushed a big cart around the store for all of the three items I was picking up and when I got to the checkout, I mentioned how the baskets all seemed to be missing.  I wasn’t complaining, or even inquiring (at least not out loud…surreptitiously I was curious what the response would be) I just mentioned, “I see all your baskets are missing.”

My initial assumption was verified:  “Oh, yes, that’s because we couldn’t keep track of which ones we’ve cleaned and which ones have been left around by Customers,” was the cheery and pleasant response.  Note for clarity, I hadn’t asked why they’d been taken up, but for some reason this clerk thought it necessary to explain why.  She was perfectly nice and not at all defensive in tone, but consider what her response was meant to be:  an excuse.  Obviously she could have handled it much worse, and bruskly given me the well-tough-cookies/get-over-it routine.  Fortunately her demeanor was quite nice. (more…)

By | 2020-08-29T19:44:34+00:00 June 10th, 2020|Categories: CX Culture, CX Strategy, CX Thoughts|0 Comments