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Adversity brings out true character

There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity.  Sure, when things are going well, everybody’s got a great disposition, the idea goes.  But it’s when we’re tested that our true selves show through. I was thinking of that recently when we had an Internet [...]

By |2021-12-02T16:01:36+00:00December 2nd, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on Adversity brings out true character

Where’s your deli?

Here’s a random thought that occurred to me the other day.  I promise I’m going somewhere with it, though: The deli should be at the front of a grocery store.  Now, I’m in way over my head here, because I’m sure that there’s a lot that goes into the planning of the layout of such [...]

By |2021-10-28T14:46:39+00:00October 28th, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on Where’s your deli?

Rethinking the ROI of CX

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time:  How do you define the ROI?  How do you sell [...]

By |2021-08-17T16:09:15+00:00August 17th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on Rethinking the ROI of CX

Don’t abandon your Chief Customer Officer

I was recently speaking with a friend who’s a Chief Customer Officer.  She was in good spirits but nonetheless was lamenting a bit about her colleagues:  “It’s like I feel I have to defend my existence sometimes,” she said.  Oh, boy, have I been there.  My career has included time within PMOs, BPM/BPI organizations, and [...]

By |2021-05-04T14:56:20+00:00May 4th, 2021|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership, Process Engineering|Comments Off on Don’t abandon your Chief Customer Officer

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 [...]

By |2021-04-20T16:33:54+00:00April 20th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on Reasons to read and share

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 [...]

By |2021-04-13T14:58:16+00:00April 13th, 2021|CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Shouldn’t we know better?

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 [...]

By |2021-03-30T15:13:13+00:00March 30th, 2021|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on For CX, Where is not as important as What and Why

It’s the little things

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but…” or, “Of course, it’s not the end of the world, but…”  I see many other CX leaders do the [...]

By |2021-03-15T15:36:05+00:00March 15th, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on It’s the little things

Don’t tell me you love me

A few years back I was at lunch with a mentor and there was something we needed or wanted that we had to ask for.  The waiter replied somewhat along the lines of:  “Well, we’re not supposed to do that, but I’ll go ahead and do that for you.” We thanked him, but after he [...]

By |2021-02-25T16:39:46+00:00February 25th, 2021|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Don’t tell me you love me
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