A letter you never sent

Dear Customer: Thank you for your recent feedback.  We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do:  Improve how we serve our Customers.  As such, your insights and thoughts are incredibly valuable to us. Incidentally, although [...]

By |2021-01-28T17:49:16+00:00January 28th, 2021|CX Strategy, CX Thoughts|0 Comments

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|0 Comments

Do you hear yourself?

Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”?  I remember a client who used that to describe some of the interactions their managers would have with front-line employees as an example of the need for a professional communications course I offered at the time.  [...]

By |2021-01-18T16:06:50+00:00January 18th, 2021|CX Culture, CX Strategy, CX Thoughts|0 Comments

Do you love your Customers as much as your employees do?

We hear all the time that hiring is destiny:  You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.  In fact, there’s an entire cottage industry growing around hiring for your support/services/sales teams to ensure you’ve got [...]

By |2021-01-14T15:29:36+00:00January 14th, 2021|CX Culture, CX Strategy, CX Thoughts|0 Comments

When you can’t answer, “Why?”

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions.  Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another.  Usually, there’s a note pinned to it alerting us that [...]

By |2021-01-11T16:32:23+00:00January 11th, 2021|CX Culture, CX Strategy, CX Thoughts|0 Comments

Whose problem are you solving?

I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.  Of course, it’s not fair to pick on CES, as I’ve written in other instances, even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions). [...]

By |2021-01-07T16:49:39+00:00January 7th, 2021|CX Strategy, CX Thoughts, Process Engineering, VoC|0 Comments
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