It’s day 4,658,456 of the COVID pandemic. Not sure about you, but that’s the way I feel some days. The flip side of it is that we’ve been doing a ton of great work helping people talk to their employees about what is going on and how to proceed. And, we’ve created a ton of …
STOP asking your employees if they want to go back to the office. Read More »
Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz, CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Annette’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, charged with designing and …
Great Recession Learnings That Can Be Applied to Your Post-Pandemic CX Read More »
We’re seeing some really beautiful things in these scary times. I’ve got a thread that has been running (and trending) on LinkedIn for about two weeks now. I’ve been focusing on big companies that are doing the right thing for their employees, their customers, and their communities. It is amazing how many companies jumped in …
Hi friends. I was all set to talk about how I create connectivity in this blog post, but I’m taking an about face to instead talk about the importance of #EX and #CX in times of uncertainty. Here’s a story from way back in 2008 for you. I was named the Chief Customer Experience Officer …
#CXandLOVE in a time of coronavirus and market instability. Read More »
If you’ve been hanging out with us here at Chief Customer, you know our belief structure around #EXdrivesCX. We’ve been talking about the importance of — and the impact that — the employee experience has on the customer experience for years. It is so far beyond “treat your employees well and they’ll treat your customers …
I heart you. Those are words that I’ve uttered hundreds, if not thousands of times in my life. Why is this interesting, you may be thinking? Because I’ve said those words at work. I’ve cried with my peeps when they’ve lost their babies. I’ve celebrated more weddings of my peeps than I can count. I’ve …
CX in 2020: Transforming companies with compassion, humanity, and love. Read More »
I’m sitting at an executive forum of about 30 different leaders from a bunch of different industries, listening to them discuss very similar problems. The big themes are: We aren’t seeing the returns from our CX investments. We aren’t moving fast enough. We’re not growing our customer base as fast as we want. We aren’t …
Focused on the shiny and missing the [entire] point Read More »
#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 »
