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Regulation as a CX opportunity

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others.  In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.  I love working [...]

By |2021-05-18T15:24:18+00:00May 18th, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on Regulation as a CX opportunity

Is NPS right for you?

Does NPS make sense for you? Let’s try this thought experiment:  Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature.  Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the sort of thing that people…just don’t talk [...]

By |2021-05-11T14:42:43+00:00May 11th, 2021|CX Strategy, CX Thoughts, VoC|Comments Off on Is NPS right for you?

Don’t abandon your Chief Customer Officer

I was recently speaking with a friend who’s a Chief Customer Officer.  She was in good spirits but nonetheless was lamenting a bit about her colleagues:  “It’s like I feel I have to defend my existence sometimes,” she said.  Oh, boy, have I been there.  My career has included time within PMOs, BPM/BPI organizations, and [...]

By |2021-05-04T14:56:20+00:00May 4th, 2021|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership, Process Engineering|Comments Off on Don’t abandon your Chief Customer Officer

Employee experience begins with candidates

The world of work out there these days is simply weird.  With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes. Lots of organizations are looking to hire, and especially in [...]

By |2021-04-27T15:29:11+00:00April 27th, 2021|Consulting, CX Jobs, CX Strategy, CX Thoughts|Comments Off on Employee experience begins with candidates

Reasons to read and share

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think, and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience.  There are insights into specific tactical issues, organizational concepts and approaches, strategic thought leadership, and much more.  Given [...]

By |2021-04-20T16:33:54+00:00April 20th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on Reasons to read and share

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 [...]

By |2021-04-13T14:58:16+00:00April 13th, 2021|CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Shouldn’t we know better?

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. […]

By |2021-04-06T15:14:52+00:00April 6th, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on CX for SaaS

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 [...]

By |2021-03-30T15:13:13+00:00March 30th, 2021|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on For CX, Where is not as important as What and Why

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 [...]

By |2021-03-23T15:05:44+00:00March 23rd, 2021|CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Quantitative versus Qualitative

It’s the little things

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but…” or, “Of course, it’s not the end of the world, but…”  I see many other CX leaders do the [...]

By |2021-03-15T15:36:05+00:00March 15th, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on It’s the little things
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