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
“But, I just need to know where to start!!” 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 »
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
Elegance of Simplicity Read More »
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
Haunted House of Customer Experience Horrors! 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 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 »
