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Employees are NOT your Customers

Can I start a controversial article being completely uncontroversial?  Thanks.  Here goes:  Good employee engagement is an absolute requirement in order to drive good CX.  Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re [...]

By |2021-01-25T16:12:42+00:00January 25th, 2021|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Employees are NOT your Customers

Some non-CX thoughts on Tony Hsieh

The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar.  While the universal [...]

By |2020-12-09T16:12:24+00:00December 9th, 2020|CX Culture, CX Thoughts, Leadership|Comments Off on Some non-CX thoughts on Tony Hsieh

Two roles of a Chief Customer Officer

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations.  I’ve even posted a video to go over some of the simple questions like, Why should you have a CCO and what are the benefits?  But just what a CCO is sometimes feels foreign, even though [...]

By |2020-11-05T16:00:51+00:00November 5th, 2020|CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Two roles of a Chief Customer Officer

CX…inside Customer Support?

Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats.  For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat.  But the more I found the [...]

By |2020-10-29T14:46:02+00:00October 29th, 2020|CX Strategy, CX Thoughts, Leadership, Process Engineering, ROI of CX|Comments Off on CX…inside Customer Support?

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 [...]

By |2020-10-01T14:46:12+00:00October 1st, 2020|CX Jobs, CX Thoughts, Leadership|Comments Off on The value of certifications

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 [...]

By |2020-09-17T13:33:10+00:00September 17th, 2020|CX Culture, CX Jobs, CX Thoughts, Leadership|Comments Off on For a CX leader, don’t hire from within your industry

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 [...]

By |2020-09-03T14:51:39+00:00September 3rd, 2020|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Dynamism over products or services

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 [...]

By |2020-08-19T14:54:33+00:00August 19th, 2020|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Building a Customer-centric culture
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