Voice of Customer

Elegance of Simplicity

Hello CX Peeps!   I’ve just returned from a trip to Singapore where I was lucky enough to get to do some significant design work with a client.   For those of you have been a part of my CX peeps world for a while, you know that even though I’ve led CX efforts for …

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The Third Step to Building a Customer Experience Strategy – What do Your Customers Want?

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

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