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The topic of the Voice of the Customer (VoC) has many branches and sub-categories. Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response rates, how and what sorts of questions to ask, which channel [...]
There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible: a history of use of a platform or programming language that’s longer than the language’s existence in the first place. There’s even been a mocking job posting put up with a cascade of [...]
I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback. Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them. [...]
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these [...]
We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with. As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it. It’s interesting, then, that it ever [...]
Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here. Now it’s on [...]
This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles [...]
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks [...]
This post is part of a series on the four components needed for a CX organization to be successful. An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. Here we’ll kick it off with a discussion about aligning your [...]
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll [...]
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