The new book is out! Pick it up here!
Customers don’t care about why you can’t get it done; they just want you to get it done. Before you say that that sounds unfair, I’m not suggesting they want you to defy the laws of physics and make the impossible possible (well…usually they don’t). Let me give you a small—yes, trivial—example: The other day [...]
My friend Jeremy Watkin wrote a blog post for CX Accelerator about ascertaining the VoC without surveys. Check it out here
I’d written previously about Goodhart’s Law, which goes along the lines of, once a metric becomes a goal it ceases to be a good measure. Now, I choose the words “metric”, “goal”, and “measure” all deliberately because they mean slightly different things (even if their subject is the same). A measure is the most generic [...]
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Hi Friends. A couple weeks ago a good friend and business owner asked me what all this CX stuff was about. Inspired, I put together this little video. Enjoy (and share!):
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