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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

Communication is key

One of my Five Principles of Good CX is Communication.  You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.  Sometimes you don’t know things, but letting them know you don’t know [...]

By |2020-12-07T17:05:11+00:00December 7th, 2020|CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Communication is key

Your CES isn’t telling you enough

With all due deference to Matt Dixon, sometimes “effort” is a tricky thing to define.  I worked with one team that ran around and around about it constantly it seemed.  Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an [...]

By |2020-12-03T16:04:08+00:00December 3rd, 2020|CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on Your CES isn’t telling you enough

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
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