CX, EX and ROX Blog

On Becoming Customer-Centric: Using the Head, Heart, and Hands Model

I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change.

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What’s the Secret to a Great Customer Experience?

What’s the secret to a great customer experience?

I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle!, based on a letter he received from a disappointed customer.

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Customer Trust: A Two-Way Street

How do you define customer trust? How do your customers define trust as it relates to your brand?

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Taking Your #CX Team Cross-Functional

In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either.

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CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn.

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8 Tips to Create a Great Candidate Experience

Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through similar stages as the customer experience lifecycle.

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Building Your Multi-Faceted, Multi-Skilled CX Team

Earlier this year, I wrote an article about CX Teams: Who, What, Where, How Many, and How Much?, answering all the questions that you might have about what a CX team looks like, i.e., the make-up of the team, size of the team, who it reports to, budget responsibility, barriers to success, and more.

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What Does It Take to Be a Customer-Centric Enterprise?

What is it to be a customer-centric enterprise?

 
When I started my journey in the land of customer-centricity (2000), the answer to this question, according to the leading theorists and proponents, was this: an enterprise that organises itself by customer segments rather than products; and where one starts with the needs/wants of the customer segment/s and works back to the ‘products’ that meet these needs/wants.
 
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Are You Using Digital Technologies to Improve or Degrade the Customer Experience?

Digital technologies can be used to improve Customer Experience. For example, by:

  • Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered transactions, make purchases online, get chat based help with queries or problems….
  • Provision of data/information based services e.g. alerts that notify the customer that price of the ticket has fallen.

 

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CX Journey™ Musings: The Employee Platinum Rule

There’s the Golden Rule: treat others the way you want to be treated.

And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e., your customers.

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