I had a very long conversation a few nights ago with one of my favorite product designers. He’s spent his life building really interesting things — some for other companies and some for himself. He’s on the cusp of doing something really exciting that I can’t wait to share with you some day. We don’t …
You check into a lot of hotels as a consultant. I’m in a hotel almost 200 nights a year. Those of us who make our living on the road have some pretty consistent needs. We want a clean room. We want the hotel to honor our preferences for room type (bed size, high floor or …
Stop holding your employees hostage to your metric Read More »
There has been so much talk over the last several weeks about the Wall Street Journal’s article on NPS (warning, it’s behind a paywall) and whether or not it is a valid metric that I almost didn’t write this blog. But then last week, I was at a conference with Richard Owen (one of the …
We’ve been talking for the past few months about nailing those CX basics. Here’s #5 in our back to basics series! I’ll never forget the first time I completed a Future State Architecture Map™. We had identified more than 500 items that we knew our customers expected and wanted — and we weren’t currently providing …
Back to basics post #4! Language. You know by now how important we’ve found language to be to your customer experience efforts. We’ve done a ton of research on the words that confuse customers, and how to replace them. It makes sense that language that is specific to an industry isn’t language that most consumers …
Stop talking about journey mapping and start talking about efficiency. Read More »
Back to basics post #3 … If you’ve ever heard me speak, you’ve seen me put up this quote from Harry Potter: “Words are our most inexhaustible form of magic” I figured out really early on that clear communication is a key driver of customer experience. When you journey map, or future state map, or …
Let’s all agree that NO JARGON is a good thing. Customers sure do. Read More »
Back to Basics blog post #2 … One thing I find companies running into all the time is trying to decide how to ensure that 100 percent of people behave EXACTLY the way that they want them to in a certain situation — when a certain choice, a certain option, or certain offer is presented …
Singapore. Land of love, outstanding service, and customer experiences that are simply phenomenal. You walk into hotels, and every detail has been attended to. My barista (who I haven’t seen in 18 months, remembered not just my name, but my order). There are so many unwritten laws here (and plenty of written ones too) but …
It is so that time of year, isn’t it? My inbox is getting pummeled with predictions and things CX practitioners need to focus on for 2019. I’m also seeing a plethora of dire warnings to CX pros, from all sorts of people who analyze things. CX is failing. CX pros are going to jump ship. …
It’s the end of CX as we know it. Or, is it just the end of the year? Read More »
November is already here already, which means it’s basically Christmas. But, before Christmas comes the biggest November holiday. Bigger than Veteran’s Day. Bigger than Thanksgiving. Black Friday. It even has its own Google Calendar entry: How did Thanksgiving become the sad, forgotten holiday? Blame it on Black Friday. Once upon a time, it was a …
