culture

Restoring Customer Confidence?

The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look.

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Interviewing for Culture Fit

“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire, and (c) see the business results you desire.

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Customers Are Re-Evaluating Their Brand Relationships

I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key findings are probably not a surprise to read, but the details and stats behind them are interesting, nonetheless.

Key findings include:

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Customer-Centricity: What Exactly Is It?

The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” and the two are very different.

Let’s look at some definitions.

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Transforming the Customer Experience From the Inside Out

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different.

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Customer-Centricity: Principles, Practices, and Outcomes

I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020.

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CX Journey™ Musings: On the Basis of CX

Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”
Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018)

Just like your customer experience journey.

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Culture Fit: Whose Responsibility Is It?

Culture fit is an interesting topic. Some revere it, while others revile it. (OK, maybe not that extreme… but wasn’t that fun to say/read?!)

About a year ago, I wrote about hiring for culture fit because around that time I was seeing more and more revile than revere for this topic. The topic has resurfaced in recent weeks, especially as it relates to diversity and inclusion.

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Five Tips to Engage Remote Staff During Lockdown

I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020.

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CX Journey™ Musings: Culture Is the Foundation

This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.

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