Marketing & Strategy Innovation blog

NPS as a start for your CX Project

Creating the perfect customer experience is not an easy task - especially in the beginning, when you don’t have even a clue from which point of the Customer Life Cycle to begin. Additional difficulty in the first days is the lack of support from your colleagues and managers. Learn how to overcome their natural resistance and win their support and arm yourself with a concrete business case for the NPS (Net Promoter Score) along the customer journey.

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Has Your #CX Transformation Stalled?

I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.

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CX Journey™ Musings: On Means and Outcomes...

Do you know the difference between means and outcomes? Between the journey and the destination?

I know. I know. Those are silly questions to ask.

Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end.

Or do they?

As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.

So, let me throw out some definitions here.

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On Becoming People-Centric

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture.

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The Contactcentre as a Profitcentre

I don’t think there is any need to push the statement “a great customer experience leads to happier customers, which in turn leads to higher profit” anymore – over the past 20 years we have seen thousands of books and articles, and a multitude of that number in PowerPoint slides, proving time and again that happier customers lead to faster growth, increased share prices against the not-so-customer-centric peer group, more loyalty/less churn, etc. 

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Leaders Need to Show, Not Just Say

How do leaders drive (lasting) change?

Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business.

One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can't just talk the talk; they must walk the walk.

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Focus on the People and the Numbers Will Come

I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018.

When companies focus on people, their people - employees first, then customers - the numbers will come.

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You Aren't Journey Mapping

I hate to tell you this, but you're just not.*

I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Here's what happens.

I start by asking the audience if they're mapping customer journeys, and a bunch of hands in the room go up. A lot of hands, as a matter of fact.

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Prioritizing Your #CX Improvement Initiatives

I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.

How do you prioritize your CX improvement initiatives?

You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.

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10 More All-Too-Common VoC Program Mistakes - Part 2

This is the second of a two-part series on common VoC program mistakes.

In case you missed the first post in this series, you can find it here.

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