Your KPIs aren’t as important as your Customers’ actual experiences
Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me): Stop looking at your scores. Just stop. […]
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 [...]
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 [...]
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 [...]
Whose problem are you solving?
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES, as I’ve written in other instances, even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions). [...]
CX…inside Customer Support?
Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. But the more I found the [...]
Lead and lag measures
You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey [...]
Three uses of your feedback
I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback. Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them. [...]
Do something! Process Engineering in your CX program
This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles [...]
CX: How it all works
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll [...]
