Is Your Company Product-Centric or Customer-Centric?

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here, and a video excerpt can be found here.

Continue Reading

CX in 2022: Employee Experience Is the Biggest Hurdle, and Getting Leadership Commitment Is Key

I originally wrote today’s post for It appeared on their site on January 25, 2022.

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. 

Continue Reading

Focus On the Experience, and the Numbers Will Come – Always

I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021.

You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this:

80% of executives believe that they are delivering a superior customer experience, while only 8% of customers agree.

Continue Reading

CX Journey™ Musings: Are You Sales-Centric or Customer-Centric?

There’s a difference? Yes, there is.

I’ve been involved in a few conversations lately where it was quite obvious that what these folks were talking about clearly described sales-driven and sales-centric organizations, but not all parties to the conversations agreed with my assessment of the situation.

How do you know when a company is sales-centric? These companies…

Continue Reading
Subscribe to RSS - customer-centric