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Customer Experience is a very important part of advancing your brand. In fact, as I like to say, CX is the delivery of your brand. When you think about your Brand Promise, your Marketing team spends a lot of time and energy developing and designing it. It turns to the CX function in your organization [...]
My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t seem that they even realize it. Ours is a pretty urban location in the midst of a university neighborhood. Sure, there are a few families with their 2.3 children each, but [...]
I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework, I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. After all, as I’ve written previously, CX is really just an excuse [...]
Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point [...]
All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) The ominous overtone to most of these conversations is that Robots [...]
I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind. There was a discrepancy and I [...]
I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general. As he was putting [...]
“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. This was a luxury brand and as such I’d [...]
Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which always makes me chuckle a little bit), service providers, and others. One that often makes me think is: Representative. It’s curious to me because it can go either way, can’t it? Whenever I get a ‘representative’ on the [...]
I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Nevertheless, I get [...]
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