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Unnecessary escalations

This spring and summer have been rough on travel.  My partner and I actually had a hotel cancel our reservation after the world ended.  It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for [...]

By |2020-11-30T16:57:07+00:00November 30th, 2020|CX Culture, CX Strategy, CX Thoughts|Comments Off on Unnecessary escalations

Getting CX Right: Sears PartsDirect

There’s plenty of bad CX out there.  But I had an experience not long ago with a company that was so good it’s inspired me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right” to celebrate those organizations (naming names!) that knock it out of [...]

By |2020-11-24T16:47:03+00:00November 24th, 2020|CX Thoughts, Getting CX Right|Comments Off on Getting CX Right: Sears PartsDirect

Good CX Principle #5: Every Customer Elite

We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here, and parts one, two, three, and four at these links), Every Customer Elite.  This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the time:  Put the Customers [...]

By |2020-11-19T16:18:00+00:00November 19th, 2020|CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #5: Every Customer Elite

Good CX Principle #4: No near-misses

We’re up now to the fourth of the Five Principles of CX:  No Near Misses.  We’ve covered already how it’s our responsibility to avoid issues in the first place (Principle 1, Get It Right) and how important it is to keep the lines of communication open and take on the stress of our own internal [...]

By |2020-11-18T15:55:51+00:00November 18th, 2020|CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #4: No near-misses

Good CX Principle #3: Take on the stress

Today I’m posting the third article in a five-part series on the Principles of Good CX.  There’s an intro to the series here, and parts one and two are here and here, respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right?  (Forget that our jobs [...]

By |2020-11-16T15:46:23+00:00November 16th, 2020|CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #3: Take on the stress

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 [...]

By |2020-11-12T15:57:05+00:00November 12th, 2020|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #2: Communicate

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 [...]

By |2020-11-11T19:25:28+00:00November 11th, 2020|Consulting, CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #1: Get it Right

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 [...]

By |2020-11-09T16:03:40+00:00November 9th, 2020|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on An introduction to the Principles of Good CX

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
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