The new book is out!  Pick it up here!

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

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
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