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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|0 Comments

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

Two problems with your KPIs

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 [...]

By |2022-11-09T16:16:00+00:00November 9th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on Two problems with your KPIs

A moment of truth for entrepreneurs

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 [...]

By |2022-10-11T15:03:54+00:00October 11th, 2022|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on A moment of truth for entrepreneurs

Brand Alignment Score: Reduce the subjectivity

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 [...]

By |2022-09-27T16:08:11+00:00September 27th, 2022|CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Brand Alignment Score: Reduce the subjectivity

Collecting data so you can use it

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 [...]

By |2022-09-13T14:51:24+00:00September 13th, 2022|Consulting, CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering|Comments Off on Collecting data so you can use it

Getting CX Right: Schlage Locks

This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when it comes to CX.  There’s a lot of negativity out there, and I’m even a big fan of learning from our (and others’!) bad CX practices.  You’ll notice I don’t [...]

By |2022-08-09T15:12:58+00:00August 9th, 2022|CX Strategy, CX Thoughts, Getting CX Right|Comments Off on Getting CX Right: Schlage Locks

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?
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