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 …
Happy CX Pros day! Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. …
Oh, how far we’ve come – and how far we still have to travel! Read More »
I’ve been asked so many times – “How do you approach customer experience each time you walk into a new company?”. My answer is that every company is different and every customer is different. Of course, over the two decades of doing this work, I’ve definitely learned what works and what doesn’t. I’ve also created …
What are the 3 Cs of Customer Experience Management (CEM)? Read More »
There is no single magic formula to building a customer experience that works for every business. But based upon the work that I have done, and measuring results, I’ve found three common steps will put you on the right path to building a solid customer experience solution:
