The new book is out! Pick it up 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!):
There’s a saying in CX: You’re not only competing against your industry peers, you’re also competing against Zappos. While folks in the shoe business can take that sentiment seriously and literally, the idea is that Customers these days are getting more used to outstanding experiences from certain brands. Besides the online shoe retailer, people point [...]
https://twitter.com/NicholasZeisler/status/1263524489096093698
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