The new book is out!  Pick it up here!

About admin

This author has not yet filled in any details.
So far admin has created 210 blog entries.

Representative for whom?

Folks who work in your Customer-facing organizations have a lot of different names.  Agents, technicians, associates (which always makes me chuckle a little bit), service providers, and others. One that often makes me think is:  Representative. It’s curious to me because it can go either way, can’t it?  Whenever I get a ‘representative’ on the [...]

By |2024-02-06T15:26:30+00:00February 6th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Representative for whom?

When to survey

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Nevertheless, I get [...]

By |2024-01-23T15:52:24+00:00January 23rd, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on When to survey

Again, about how CS is NOT CX

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence, but yes it’s a bit of a task that complicates my days:  Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’  I don’t do Customer Support [...]

By |2024-01-09T15:22:07+00:00January 9th, 2024|Consulting, CX Strategy, CX Thoughts|Comments Off on Again, about how CS is NOT CX

If it’s a surprise, you’re in trouble

A while back, I wrote an article that kind of cheekily suggested that we simply stop doing VoC. For that matter, I kind of went on a speaking circuit with my snarky little message. (The punch-line is, well, don’t actually stop doing VoC things like surveying your Customer or walking in your Customers’ shoes, or [...]

By |2023-12-13T15:38:52+00:00December 13th, 2023|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on If it’s a surprise, you’re in trouble

Omnihorrible

There’s an adage in the Process Engineering world that one should never automate a bad process.  I have friends who are in the automation business, and there are actually a lot of companies out there who are leveraging new technologies to streamline their operations.  But the philosophy stands:  If you’re automating, you’re wasting time and [...]

By |2023-11-28T15:34:13+00:00November 28th, 2023|Consulting, CX Strategy, CX Thoughts|Comments Off on Omnihorrible

How to impact CX from CS

It was a long time ago that I first wrote about the difference between CS and CX.  Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift).  Yes, they’re all actually different among each other, so shouldn’t always be lumped in [...]

By |2023-11-08T15:57:29+00:00November 8th, 2023|Consulting, CX Strategy, CX Thoughts|Comments Off on How to impact CX from CS

All I want is information

We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall.  The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience.  [...]

By |2023-10-24T14:42:43+00:00October 24th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on All I want is information

It’s not about what you want

I recently wrote an—unintended to be, but maybe could be construed as, snarky—article about not doing VoC anymore.  The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say maybe I’m not interested [...]

By |2023-10-10T15:02:53+00:00October 10th, 2023|CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on It’s not about what you want

It’s really just BPI

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there.  Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [...]

By |2023-09-27T15:27:53+00:00September 27th, 2023|Consulting, CX Strategy, CX Thoughts, Process Engineering|Comments Off on It’s really just BPI
Go to Top