NPS may be hurting your employees
If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you: Depending on your business and/or your business model, it’s just plain dumb. […]
Just stop with the KPIs already
Okay, so this is going to be controversial. Scandalous, even. But I’m going to come right out and say it: Please stop with the KPIs. Just quit it already. Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why: Because you’re not getting anything out [...]
Agile and CX: Embracing Change
This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline. I introduced the series here, and parts one, two, and three are here, here, and here. In this article, I’ll dive into the concept of embracing change. Specifically, the Manifesto highlights this aspect of [...]
CX and Agile: Collaboration over negotiation
This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience. I introduce the concept here, and parts one and two are here and here, respectively. In this installment, we’ll consider the value that considers Customer collaboration to be more important than contract negotiation. […]
Agile and CX: Working software over documentation
This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience. I introduced the concept here, and part one is here. Let’s jump right in to the second value, as articulated in the Agile Manifesto and associate a few Agile principles along [...]
Agile and CX: Prioritizing People over process
This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories of Agile Project Management in our work. I’m framing the series by way of highlighting Agile’s four values as enumerated in the Agile Manifesto and also integrating what are called [...]
Agile and CX
One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy. I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field. One thing that I took to right away was analogizing, or [...]
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 [...]
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 [...]
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 [...]
