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Another webinar coming up, this time for the EANE

I'm honored to be invited to participate in the Employers Association of the NorthEast's WOW (Webinars on Wednesday) program. Check me out coming up next week on how to identify Waste in your day.  And check out the other offerings in this series while you're at it:  

By |2020-08-17T16:37:34+00:00August 17th, 2020|Consulting, Leadership, Sightings|Comments Off on Another webinar coming up, this time for the EANE

Human touch or not? Today’s CXQODT

Sometimes I'm too literal, but Jeremy asks if we can deliver good CX without human interaction. Well, your insights have to come from somewhere! https://twitter.com/NicholasZeisler/status/1295392687441326080

By |2020-08-29T00:23:20+00:00August 17th, 2020|CXQOTD|Comments Off on Human touch or not? Today’s CXQODT

Voice of the Customer basics

This is part two of a series of posts on the four components of a good CX system.  I introduced the concept here and my first post, on CX strategic alignment, is here.  Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks [...]

By |2020-10-26T18:40:20+00:00August 14th, 2020|CX Strategy, CX Thoughts, VoC|Comments Off on Voice of the Customer basics

CX Strategic alignment: The First Step

This post is part of a series on the four components needed for a CX organization to be successful.  An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon.  Here we’ll kick it off with a discussion about aligning your [...]

By |2020-08-29T19:46:57+00:00August 12th, 2020|CX Strategy, CX Thoughts|Comments Off on CX Strategic alignment: The First Step

CX: How it all works

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience.  I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are.  Following, in a continuation of this series of articles, I’ll [...]

By |2020-08-10T15:31:08+00:00August 10th, 2020|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering, VoC|Comments Off on CX: How it all works

Do you trust your Customers?

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes.  The reason this is important is because corporations are necessarily defensive entities:  we create processes to protect our organizations from risk and loss.  That protection can come in the form of cash-on-hand, liquidity, [...]

By |2020-08-03T16:57:25+00:00August 3rd, 2020|CX Strategy, CX Thoughts|Comments Off on Do you trust your Customers?

Close the loop on your feedback

You’ve likely heard about the concept and practice of “closing the loop” or a “closed-loop feedback” (CLF) cycle.  What is it, and how does it work? There are actually a couple types of closed-loop feedback systems depending on whether you’re talking about internal or external feedback.  Internal refers to an employee feedback mechanism where as [...]

By |2020-08-29T19:47:14+00:00July 31st, 2020|CX Thoughts, Measures & Metrics, Process Engineering, VoC|Comments Off on Close the loop on your feedback
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