Tradition embraces stability. Time honored principles get that way because they have strong track records of success. The tried and true, extrapolated into the future, often looks like a sure thing, while deviating from historical norms can look downright foolish.
What's the next step? How do we put everything we've heard and learned to good use?
This is the last post for my CEM Toolbox series about tools for the CX Framework. In this post, I write about some of the tools you'll need in order to execute. It's time to put it all to work and to determine your relative level of progress and success over time.
Criticizing Voice of the Customer (VOC) programs is like speaking out against motherhood and apple pie. The last time I criticized VOC programs, someone left a comment chastising me for presuming that a bank could know what its customers wanted without asking them.
The future isn’t what we thought it would be. We don’t walk around in silver suits, travel to colonies on Mars or drive in flying cars. Instead, we dress casual, take selfies and communicate in 140 characters.
Another week, another batch of required reading from around the web. There’s one new feature this week – after “My Stuff,” I’ve added one “Weird or Wonderful” link just for fun. If you found a compelling piece of content this week, add a link to it in a comment!