Don’t leave that seat empty

There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting….i.e., their [...]

By |2022-05-03T14:49:56+00:00May 3rd, 2022|Consulting, CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Don’t leave that seat empty

The big reason you need that outside perspective

I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself.  (“Appeared”?  That doesn’t sound right for a podcast.  Anyway.)  In the jumble of all the great content, recently I was listening to one on which the guest made a reference to a movie that I hadn’t thought about [...]

By |2022-04-13T15:01:39+00:00April 13th, 2022|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on The big reason you need that outside perspective

Some words about Brand Promise

If you follow my ramblings, you’re aware that I approach CX differently.  Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between [...]

By |2022-02-09T16:09:20+00:00February 9th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Some words about Brand Promise

Rethinking the ROI of CX

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time:  How do you define the ROI?  How do you sell [...]

By |2021-08-17T16:09:15+00:00August 17th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on Rethinking the ROI of CX

Set your CCO up with authority

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX.  Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who, although her heart was in the right place, [...]

By |2021-08-11T15:40:20+00:00August 11th, 2021|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on Set your CCO up with authority

Are we conversing?

I spent the last three weeks on Reserve status with the Air Force. It’s an exercise I anticipate and enjoy every year, but it inevitably gobbles up a lot of my time when it rolls around. As such, I’ve been a more passive observer on LinkedIn, Customer Think, CXPA, Twitter, and other forums in which [...]

By |2021-08-04T18:52:42+00:00August 4th, 2021|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on Are we conversing?

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 [...]

By |2021-06-30T14:56:25+00:00June 30th, 2021|CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering, ROI of CX, VoC|Comments Off on Just stop with the KPIs already

Is fear affecting your decision making?

Way back when I decided to leave active duty I took a friend, a fellow captain, to the informational meeting held by Cameron Brooks, the placement company that went on to help me land my first post-military civilian job. We had each been in the Air Force for about a decade, and I think he [...]

By |2021-06-22T15:35:32+00:00June 22nd, 2021|Consulting, CX Strategy, Leadership|Comments Off on Is fear affecting your decision making?

Keeping up with your professional network

One of the things that makes being an independent consultant different from work ‘on the inside’ is that doing things like keeping up with LinkedIn and other ‘work-related’ social networks is actually part of the job.  While it may seem a luxury to be able to find cool stuff here or find out about promotions [...]

By |2021-06-16T15:42:31+00:00June 16th, 2021|Consulting, Leadership|Comments Off on Keeping up with your professional network

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
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