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System problems and policy problems

I’ve been thinking lately about what causes CX to go south.  Well, okay, I do that a lot anyway. Naturally, considering my Framework, I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise.  After all, as I’ve written previously, CX is really just an excuse [...]

By |2024-05-28T15:22:31+00:00May 28th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on System problems and policy problems

Small Print or Bigger Person

Your mom may have told you to always read the fine print.  Or maybe it was a college professor or something along those lines.  If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand.  [...]

By |2024-05-14T13:40:56+00:00May 14th, 2024|Consulting, CX Strategy, CX Thoughts|Comments Off on Small Print or Bigger Person

Communication is cheaper

I recently had to return a pair of shoes I’d purchased online.  I realized immediately when I tried them on just after they were delivered that the size was wrong.  Fortunately, the return process was super simple from a Customer’s perspective:  The company had included a return label that I could slap right on the [...]

By |2024-04-30T14:33:44+00:00April 30th, 2024|Consulting, CX Strategy, CX Thoughts|Comments Off on Communication is cheaper

Customer screw-ups are your fault

Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator.  As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point [...]

By |2024-04-16T14:56:33+00:00April 16th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Customer screw-ups are your fault

They’re already robots

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) The ominous overtone to most of these conversations is that Robots [...]

By |2024-04-02T14:38:16+00:00April 2nd, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on They’re already robots

Gate-keeper or problem-solver?

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind.  There was a discrepancy and I [...]

By |2024-03-19T14:35:31+00:00March 19th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on Gate-keeper or problem-solver?

Who can?

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote:  “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general.  As he was putting [...]

By |2024-03-05T15:39:42+00:00March 5th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Who can?

Some Customers Never Learn

“Your feedback is important to us.”  Sometimes those are just words.  And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever.  This was a luxury brand and as such I’d [...]

By |2024-02-20T15:50:23+00:00February 20th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on Some Customers Never Learn

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?
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