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 232 blog entries.

The value of certifications

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification.  People considered him a bit of an egotist and obsessed with certifications.  Credentialism is a thing, after all.  But I asked him once about all his accreditations.  He said, “Some people say, ‘Sure, well you’re [...]

By |2020-10-01T14:46:12+00:00October 1st, 2020|CX Jobs, CX Thoughts, Leadership|Comments Off on The value of certifications

Be hungry for negative feedback

The topic of the Voice of the Customer (VoC) has many branches and sub-categories.  Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response rates, how and what sorts of questions to ask, which channel [...]

By |2020-09-24T14:48:51+00:00September 24th, 2020|CX Thoughts, VoC|Comments Off on Be hungry for negative feedback

For a CX leader, don’t hire from within your industry

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible:  a history of use of a platform or programming language that’s longer than the language’s existence in the first place.  There’s even been a mocking job posting put up with a cascade of [...]

By |2020-09-17T13:33:10+00:00September 17th, 2020|CX Culture, CX Jobs, CX Thoughts, Leadership|Comments Off on For a CX leader, don’t hire from within your industry

Three uses of your feedback

I’m a big fan, as you know, of negative feedback.  I suggest that CX professionals be greedy for negative feedback.  Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them.  [...]

By |2020-09-10T15:50:44+00:00September 10th, 2020|CX Thoughts, Process Engineering, VoC|Comments Off on Three uses of your feedback

Dynamism over products or services

There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding.  One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these [...]

By |2020-09-03T14:51:39+00:00September 3rd, 2020|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Dynamism over products or services

Are your Customers the goal…Or just part of the machine?

We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with.  As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it.  It’s interesting, then, that it ever [...]

By |2020-08-27T14:39:48+00:00August 27th, 2020|CX Thoughts|Comments Off on Are your Customers the goal…Or just part of the machine?
Go to Top