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 »
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 »
