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 »
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 #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 »
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 »
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 …
Waaaay back in a galaxy far, far away, I was just learning how to really change cultures into customer centric ones. And I’m talking about doing more than writing a new mission statement. (Don’t get me wrong, that’s a very important step, but only one step in a Culture Roadmap.) We had a great customer …
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 …
The Fifth Step to Building a Customer Experience Strategy – Get CEO Buy In Read More »
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 …
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 …
The Third Step to Building a Customer Experience Strategy – What do Your Customers Want? Read More »
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 …
The Second Step to Building a Customer Experience Strategy – Who are you as a Company? Read More »
