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The big reason you need that outside perspective

I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself.  (“Appeared”?  That doesn’t sound right for a podcast.  Anyway.)  In the jumble of all the great content, recently I was listening to one on which the guest made a reference to a movie that I hadn’t thought about [...]

By |2022-04-13T15:01:39+00:00April 13th, 2022|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on The big reason you need that outside perspective

Three important words

I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us.  My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another [...]

By |2022-03-23T15:25:36+00:00March 23rd, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Three important words

Good for your Customers doesn’t have to be bad for you

I’ve mentioned before that those of us in the CX profession are both the best and the worst Customers:  the best because we are sympathetic to those in the Customer-facing trades, but also the worst because we expect so much and are always on the lookout for improvement opportunities—even if they’re opportunities for others to improve.  [...]

By |2022-03-09T15:56:05+00:00March 9th, 2022|CX Culture, CX Strategy, CX Thoughts|Comments Off on Good for your Customers doesn’t have to be bad for you

Are we speaking our Customers’ language?

I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers.  The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to [...]

By |2022-02-23T16:31:26+00:00February 23rd, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on Are we speaking our Customers’ language?

Channels, again

We recently swapped service providers here at home for one of our communication services.  The entire experience was a headache and we almost immediately regretted making the switch from our previous provider.  What was so frustrating was that, no matter where we went to look for help, be it in a physical store, online, in the [...]

By |2022-02-16T16:09:12+00:00February 16th, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on Channels, again

Some words about Brand Promise

If you follow my ramblings, you’re aware that I approach CX differently.  Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between [...]

By |2022-02-09T16:09:20+00:00February 9th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Some words about Brand Promise

The 30-50-20 Rule

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book!).  If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise, the three moving operational parts [...]

By |2022-01-26T16:02:05+00:00January 26th, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on The 30-50-20 Rule

When Customer Support is the only number Part II

Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners.  It was a cautionary tale about how challenging it is to actually communicate with some brands. A brief overview of that instance:  At home, we had a service provider with which we’d had a pretty mundane [...]

By |2022-01-19T16:46:46+00:00January 19th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on When Customer Support is the only number Part II

When Customer Support is the only number Part I

I had a support incident a while back with one of the service providers we use in our home.  In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature:  There was a technical issue that was quickly and easily rectified, but on further inspection (the technical [...]

By |2022-01-12T16:45:12+00:00January 12th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on When Customer Support is the only number Part I

The pilot cares the least

So, here’s a controversial statement, but keep in mind what I’m not saying*:  Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run.  The same crew that flew [...]

By |2022-01-05T17:57:53+00:00January 5th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on The pilot cares the least
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