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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 [...]
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, [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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