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For CX, Where is not as important as What and Why

Where a CX function is located within a company is a frequent discussion topic among CXers.  I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do. But [...]

By |2021-03-30T15:13:13+00:00March 30th, 2021|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on For CX, Where is not as important as What and Why

Don’t let your most valuable resource go

I’m blessed to have been recruited to work in the field of Customer Experience.  I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS).  Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do.  Years ago, before I was involved [...]

By |2021-03-01T16:33:25+00:00March 1st, 2021|CX Strategy, CX Thoughts, Leadership, Process Engineering|Comments Off on Don’t let your most valuable resource go

Don’t tell me you love me

A few years back I was at lunch with a mentor and there was something we needed or wanted that we had to ask for.  The waiter replied somewhat along the lines of:  “Well, we’re not supposed to do that, but I’ll go ahead and do that for you.” We thanked him, but after he [...]

By |2021-02-25T16:39:46+00:00February 25th, 2021|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Don’t tell me you love me

Chesterton and his gate

One of my favorite Process Engineering tools is the Five Whys.  The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so.  We keep digging (as the title suggests, five times, but your mileage may vary) until we’ve uncovered the true [...]

By |2021-02-22T17:37:25+00:00February 22nd, 2021|Consulting, CX Strategy, CX Thoughts, Leadership, Process Engineering|Comments Off on Chesterton and his gate

The risks of executive escalations

Executive escalations can be a real life-saver for an organization.  Whether it’s a high-profile Customer or just someone whose experience has gone completely off the rails, sometimes escalating dramatically can truly save the day for CX.  I recently had an experience that was saved by an executive escalation.  I happen to know a Senior Director [...]

By |2021-02-18T16:12:16+00:00February 18th, 2021|CX Strategy, CX Thoughts, Leadership, Principles of Good CX|Comments Off on The risks of executive escalations

Maybe you are already “doing” CX

“You’re soaking in it.”  Do you remember that commercial for dishwashing soap that was supposed to be so incredibly good for your skin that the lady who’d gone in (to see Madge, remember?) for a manicure was unknowingly enjoying its benefits, thinking she was dipping her fingers into some wonderful skin tonic?  Or have you heard [...]

By |2021-02-16T16:20:58+00:00February 16th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, Process Engineering, VoC|Comments Off on Maybe you are already “doing” CX

Employees are NOT your Customers

Can I start a controversial article being completely uncontroversial?  Thanks.  Here goes:  Good employee engagement is an absolute requirement in order to drive good CX.  Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re [...]

By |2021-01-25T16:12:42+00:00January 25th, 2021|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Employees are NOT your Customers

Some non-CX thoughts on Tony Hsieh

The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar.  While the universal [...]

By |2020-12-09T16:12:24+00:00December 9th, 2020|CX Culture, CX Thoughts, Leadership|Comments Off on Some non-CX thoughts on Tony Hsieh

Two roles of a Chief Customer Officer

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations.  I’ve even posted a video to go over some of the simple questions like, Why should you have a CCO and what are the benefits?  But just what a CCO is sometimes feels foreign, even though [...]

By |2020-11-05T16:00:51+00:00November 5th, 2020|CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Two roles of a Chief Customer Officer
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