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I was on the phone with an agent on a support line the other day and I told her that I was sorry. No, I didn’t apologize… I’d done nothing wrong… Yes, I was upset, I was disappointed, I was frustrated. But I’d treated the agent with the utmost respect and courtesy and didn’t take [...]
The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely people are to agree [...]
If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently recommend is Walking in the Customer’s Shoes. It’s one of the best—if not the best—way for you to understand what your Customers go through when they interact with your brand [...]
As a math and stats professor, I assign a lot of homework (my cadets can attest to that), but that homework is distinct from the exams I administer. That’s because the purpose of each is different. When we give homework, the purpose is for practice and learning; getting better at stuff, which is often pretty [...]
At one point a while back in my career I spent most of my days teaching Lean Six Sigma around the company for which I was working at the time. From a (much more seasoned) colleague I learned a witty thing to say at the end of each session: “If you have negative feedback, please [...]
I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes [...]
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure. That said, if I didn’t really believe that there’s a better way to do [...]
I recently wrote about how some brands don’t really listen to their Customers when they develop new functions, features, and even new products, and how frustrating that can be. That’s often because a brand feels so comfortable and strong that they don’t really need to listen. “We know what our Customers want, we’ve been doing [...]
I participated recently in another one of these awesome forums where CXers gather to chat and share ideas about our profession. The main topic centered on VoC approaches, and at one point someone brought up the challenge of interpreting his company’s NPS results. To paraphrase him, sometimes one Customer may rate an experience as a [...]
I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the survey in that [...]
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