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It’s really just BPI

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there.  Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [...]

By |2023-09-27T15:27:53+00:00September 27th, 2023|Consulting, CX Strategy, CX Thoughts, Process Engineering|Comments Off on It’s really just BPI

Maybe just stop doing VoC?

I’ve been toying with an idea recently:  Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial.  But as opposed to my usual way of doing things, that’s not why I suggest this.  In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend [...]

By |2023-09-12T14:53:22+00:00September 12th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering, ROI of CX|Comments Off on Maybe just stop doing VoC?

No Be There

Probably one of the worst shows streaming these days is Kobra Kai, but if you’re like me, you can’t look away.  Naturally, being a Gentleman of a Particular Age™, the original Karate Kid movie was part of my growing up, so I was curious.  In the modern iteration, the acting is atrocious, the dialog is [...]

By |2023-08-29T15:26:28+00:00August 29th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on No Be There

Collecting data so you can use it

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 [...]

By |2022-09-13T14:51:24+00:00September 13th, 2022|Consulting, CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering|Comments Off on Collecting data so you can use it

Three important words

I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us.  My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another [...]

By |2022-03-23T15:25:36+00:00March 23rd, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Three important words

Are we challenging CX?

One of the roles we, as CX professionals, play, is that of change agents.  I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; [...]

By |2021-11-03T15:33:41+00:00November 3rd, 2021|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering|Comments Off on Are we challenging CX?

Better than NPS? Brand Alignment Score

I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem.  I think, generally, that comes more from a place of complacency than downright lunacy.  It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what everybody is asking. [...]

By |2021-09-09T15:56:20+00:00September 9th, 2021|CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering|Comments Off on Better than NPS? Brand Alignment Score

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

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

Shouldn’t we know better?

Let’s start today with a couple of anecdotal experiences: Anecdote 1:  It seems every time I pay in cash (who does that?), this happens:  The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them.  This means that, to put the change away, I [...]

By |2021-04-13T14:58:16+00:00April 13th, 2021|CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Shouldn’t we know better?
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