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Your Brand Promise is Everything

I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker.  And, I bought it a while ago. I’ve had it for a while.  So yes, boujie I’m not…yet (keep [...]

By |2023-05-09T13:55:42+00:00May 9th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Your Brand Promise is Everything

I don’t care that you care

I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me.  I’m not sure if she appreciated that I was being honest and sincere in my [...]

By |2023-03-28T15:05:58+00:00March 28th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on I don’t care that you care

Adding Support headcount is losing

A while back, I participated in a round of judging for a Customer Service and Support awards competition.  It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity.  I got a few good ideas from some of the stories that were [...]

By |2023-03-14T14:58:06+00:00March 14th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Adding Support headcount is losing

I told the agent I was sorry

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 [...]

By |2023-01-31T16:34:02+00:00January 31st, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on I told the agent I was sorry

If you’re explaining, you’re losing

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 [...]

By |2023-01-17T15:00:11+00:00January 17th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on If you’re explaining, you’re losing

CX is not a test

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 [...]

By |2022-12-20T15:23:51+00:00December 20th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, VoC|Comments Off on CX is not a test

When it’s okay to ask

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 [...]

By |2022-12-07T16:06:42+00:00December 7th, 2022|CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on When it’s okay to ask

How CX is like HR

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 [...]

By |2022-11-22T15:30:06+00:00November 22nd, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on How CX is like HR

Is it loyalty?

I’ve been with a certain service provider for about 20 years now.  It’s definitely the longest I’ve ever been with any brand that I can think of off the top of my head.  Sometimes you stay because it’s the only game in town (you can likely consider your cable company for this example).  Sometimes you [...]

By |2022-07-26T16:07:35+00:00July 26th, 2022|CX Culture, CX Strategy, CX Thoughts|Comments Off on Is it loyalty?

So why did you ask?

A while back, one of my service providers sent me an invitation to fill out a survey.  As I’ve stated before, sometimes CX people can be the best or the worst when it comes to such things.  I will usually only fill out a survey when I know that I have something positive to say [...]

By |2022-05-25T13:48:01+00:00May 25th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on So why did you ask?
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