Shouldn’t we know better?
Let’s start today with a couple of anecdotal experiences:
Anecdote 1: It seems every time I pay in cash (who does that?), this happens: The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them. This means that, to put the change away, I have to slide the bills out from under the coins (a la a magician with the table cloth out from under the glasses and place settings), put the change in my pocket, fold the bills with one hand, then fumble them into my wallet, all while trying to manage the bag of items I just bought. Every time this happens, I’m reminded that a much more convenient way to receive change would be the opposite: Put the coins in my palm then either hand me the bills in the other hand or lay them on top of the coins, thus allowing me to fold the bills with one hand and simultaneously chunk the coins into my pocket. That’d avoid the little magic trick of shuffling the bills out from under the change. […]
CX for SaaS
I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. […]
For CX, Where is not as important as What and Why
Where a CX function is located within a company is a frequent discussion topic among CXers. I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do.
But if I could get all Simon Sinek-y here, naturally the greater question still, is the Why. Let’s look at the charter of what your CX organization should be in the first place, then we can start to look at what difference it may make as to where it’s located. The why should drive the what, and therefore, the where will really just be a slight tweaking and refinement of range of influence. […]
Quantitative versus Qualitative
I just got off the phone with a colleague and we were having a conversation about data. He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again.
The gist of the discussion was the difference between quantitative and qualitative data. He was having some trouble explaining the difference to his boss. One line of questioning I asked right off the top was, “Why is this a controversy? Why the heck does this even matter? How did this become a topic of conversation?” It’s always useful to get to the bottom of why someone is asking a question so as to better address it in the first place. Plus, this seems more like an academic inquiry rather than something that’ll actually make a huge difference in what they’re doing.
It is, however, pertinent in a discussion like this, because I’ve used the mechanism that quantitative data can tell us where to look, while qualitative data can tell us what to do once we get there. More on that in a moment. […]
