#NailtheCXBasics. We’ve been covering a lot of the basics this year — because we believe that they are key to any strong Customer Experience program. We’ve talked about language, design, strategy and metrics. We’ve also talked a ton about culture over here at Chief Customer. As a matter of fact, we were talking about the …
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 »
