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 NPS right for you?

Does NPS make sense for you? Let’s try this thought experiment:  Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature.  Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the sort of thing that people…just don’t talk [...]

By |2021-05-11T14:42:43+00:00May 11th, 2021|CX Strategy, CX Thoughts, VoC|Comments Off on Is NPS right for you?

CX for SaaS

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there.  Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. […]

By |2021-04-06T15:14:52+00:00April 6th, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on CX for SaaS

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

The struggle for feedback

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then).  Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO.  At the time my practice was mainly focused on training [...]

By |2021-02-11T16:27:37+00:00February 11th, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on The struggle for feedback

Processing your survey results

Recently I fielded a question about NPS survey data:  How do you process it?  How do you use it?  I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question.  It doesn’t matter what sort of survey you send [...]

By |2021-01-21T16:47:10+00:00January 21st, 2021|CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on Processing your survey results
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