The new book is out! Pick it up here!
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic, or at least questioner of it…not least because I think there’s a better approach (hint: It has to do with the proper purpose of doing CX in the first place). […]
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 [...]
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 [...]
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 [...]
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