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Your Brand Promise is Everything

I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker.  And, I bought it a while ago. I’ve had it for a while.  So yes, boujie I’m not…yet (keep [...]

By |2023-05-09T13:55:42+00:00May 9th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Your Brand Promise is Everything

I don’t care that you care

I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me.  I’m not sure if she appreciated that I was being honest and sincere in my [...]

By |2023-03-28T15:05:58+00:00March 28th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on I don’t care that you care

Adding Support headcount is losing

A while back, I participated in a round of judging for a Customer Service and Support awards competition.  It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity.  I got a few good ideas from some of the stories that were [...]

By |2023-03-14T14:58:06+00:00March 14th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Adding Support headcount is losing

I told the agent I was sorry

I was on the phone with an agent on a support line the other day and I told her that I was sorry. No, I didn’t apologize… I’d done nothing wrong… Yes, I was upset, I was disappointed, I was frustrated. But I’d treated the agent with the utmost respect and courtesy and didn’t take [...]

By |2023-01-31T16:34:02+00:00January 31st, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on I told the agent I was sorry

Walk in other shoes also

If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently recommend is Walking in the Customer’s Shoes.  It’s one of the best—if not the best—way for you to understand what your Customers go through when they interact with your brand [...]

By |2023-01-04T15:31:11+00:00January 4th, 2023|Consulting, CX Strategy, CX Thoughts, Leadership, VoC|Comments Off on Walk in other shoes also

CX is not a test

As a math and stats professor, I assign a lot of homework (my cadets can attest to that), but that homework is distinct from the exams I administer.  That’s because the purpose of each is different. When we give homework, the purpose is for practice and learning; getting better at stuff, which is often pretty [...]

By |2022-12-20T15:23:51+00:00December 20th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, VoC|Comments Off on CX is not a test

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

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

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
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