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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?

Success! Now what?

What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently.  We’d done some great work in the past and the CEO called just to check in and catch up.  His was a pretty specific question, but the general applicability is something that I [...]

By |2022-07-12T14:27:55+00:00July 12th, 2022|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Success! Now what?

Is it an Agile thing?

I woke up the other day to find that my computer had restarted itself overnight.  I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord “outside of active hours,” as if a self-employed consultant has [...]

By |2022-06-16T14:59:44+00:00June 16th, 2022|Agile and CX, Consulting, CX Strategy, CX Thoughts|Comments Off on Is it an Agile thing?

You need that amplification

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience.  The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place.  These metrics allow for way too much [...]

By |2022-06-07T17:47:03+00:00June 7th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on You need that amplification

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?

Don’t leave that seat empty

There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting….i.e., their [...]

By |2022-05-03T14:49:56+00:00May 3rd, 2022|Consulting, CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Don’t leave that seat empty

The big reason you need that outside perspective

I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself.  (“Appeared”?  That doesn’t sound right for a podcast.  Anyway.)  In the jumble of all the great content, recently I was listening to one on which the guest made a reference to a movie that I hadn’t thought about [...]

By |2022-04-13T15:01:39+00:00April 13th, 2022|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on The big reason you need that outside perspective

Three important words

I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us.  My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another [...]

By |2022-03-23T15:25:36+00:00March 23rd, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Three important words

Good for your Customers doesn’t have to be bad for you

I’ve mentioned before that those of us in the CX profession are both the best and the worst Customers:  the best because we are sympathetic to those in the Customer-facing trades, but also the worst because we expect so much and are always on the lookout for improvement opportunities—even if they’re opportunities for others to improve.  [...]

By |2022-03-09T15:56:05+00:00March 9th, 2022|CX Culture, CX Strategy, CX Thoughts|Comments Off on Good for your Customers doesn’t have to be bad for you
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