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 …
It is such an interesting time in the world of customer experience. Everyone has seen this quote: “The only war to win is the one for the customer.” We all know that every CEO is saying (slight irony here) that how they will win that war is via the differentiating customer experience they will offer. …
When I first started working (more than a few moons ago), my very first corporate job was in finance. I remember being so confused by all the financial terms. De minimus. APY. ETF. APR. I remember when we were creating all of our web pages while at Amex. We built a glossary for all the …
