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CX is about more than competence

If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets.  Perhaps you’ve got a niche in a particular type of widget or a certain feature.  Likewise, if you’re a service provider and you have perfected a certain sort of experience in delivering that service to your market, you’re [...]

By |2021-10-06T15:02:17+00:00October 6th, 2021|CX Strategy, CX Thoughts|Comments Off on CX is about more than competence

When Customer support is the problem

Nothing is 100%.  Things fail, products break, even very important services go dark from time to time.  A Customer who expects and demands perfection is certain to be disappointed pretty often, and in fact is being somewhat unreasonable, if you ask me. With this understood and its obvious importance, then, why is Customer Support so [...]

By |2021-09-22T14:55:09+00:00September 22nd, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on When Customer support is the problem

For CX success, re-evaluate your purpose

May I offer a modest suggestion about CX?  Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers [...]

By |2021-09-15T15:04:48+00:00September 15th, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on For CX success, re-evaluate your purpose

Better than NPS? Brand Alignment Score

I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem.  I think, generally, that comes more from a place of complacency than downright lunacy.  It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what everybody is asking. [...]

By |2021-09-09T15:56:20+00:00September 9th, 2021|CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering|Comments Off on Better than NPS? Brand Alignment Score

Let’s ask better questions

With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats.  I’ve seen some pretty amazing uses of this new world of business analytics and high-level number-crunching.  The way some software out there [...]

By |2021-09-09T12:45:59+00:00September 1st, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on Let’s ask better questions

Rethinking the ROI of CX

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time:  How do you define the ROI?  How do you sell [...]

By |2021-08-17T16:09:15+00:00August 17th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on Rethinking the ROI of CX

Set your CCO up with authority

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX.  Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who, although her heart was in the right place, [...]

By |2021-08-11T15:40:20+00:00August 11th, 2021|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on Set your CCO up with authority

Are we conversing?

I spent the last three weeks on Reserve status with the Air Force. It’s an exercise I anticipate and enjoy every year, but it inevitably gobbles up a lot of my time when it rolls around. As such, I’ve been a more passive observer on LinkedIn, Customer Think, CXPA, Twitter, and other forums in which [...]

By |2021-08-04T18:52:42+00:00August 4th, 2021|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on Are we conversing?
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