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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

When your numbers are more important than your Customers

I was flying home to Denver a few months back from a business trip.  It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in.  It was a mechanical [...]

By |2021-12-22T16:29:38+00:00December 22nd, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on When your numbers are more important than your Customers

Don’t call us

I received another one just this morning, and you may have also.  It’s an email from a company that just loves its Customers, but implores them to not write back.  So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communications. Of course, [...]

By |2021-12-15T16:04:26+00:00December 15th, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on Don’t call us

It’s not your fault but it is your responsibility

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers.  From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage with your company along an entire journey [...]

By |2021-12-08T16:07:50+00:00December 8th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on It’s not your fault but it is your responsibility

Adversity brings out true character

There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity.  Sure, when things are going well, everybody’s got a great disposition, the idea goes.  But it’s when we’re tested that our true selves show through. I was thinking of that recently when we had an Internet [...]

By |2021-12-02T16:01:36+00:00December 2nd, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on Adversity brings out true character

Excuses versus solutions

You’ve heard this before, right?  “Due to current circumstances, we’re experiencing longer-than-usual wait times.”  Those “circumstances” can vary.  Over the past twenty months, of course, it has been Covid-19.  Sometimes it’s the holidays.  Sometimes brands stiff-arm you without even giving you the courtesy of telling you why.  There’s even a brand that I call rarely…maybe [...]

By |2021-11-17T16:03:42+00:00November 17th, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on Excuses versus solutions

VoC begets VoC

I’m always championing active use of your Voice of the Customer (VoC) insights.  After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources.  Normally when I talk about that, I’m referring to the importance of having a robust and enterprise-wide Process Engineering [...]

By |2021-11-10T15:52:56+00:00November 10th, 2021|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on VoC begets VoC
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