customer experience

On Customer Obsession

Customer Obsession Is Fashionable

I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line.  Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence followed by stuff that shows up for me as either banal or made up on the spot.  Little in the way of thinking (as in contemplation) has occurred in many instances.

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Time to Hit Refresh on Customer and Employee Experience Design Efforts?

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience?

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Meditation on Customer Relationships & Experiences

One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured this out?  Really, lets stop and really sit with this question.  What comes up for you?  Here’s what comes up for me:

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20% of 65+ consumers have severe long-term activity limitations. I wonder how many marketers know that?

When you decide to work in the ageing business you have to get used to talking and writing about subjects that marketers would prefer to forget or not know about. That includes both the young and old variety of marketers.

When you say your specialist area of expertise is the effect of physiological ageing on the CX you get some rally weird looks!

Just to add to the naturally occuring travails of older consumers, the normal results of ageing, there are a host of age connected illnesses and disabilities that they might develop.

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CX Complacency and the Lack of a Burning Platform

When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated?

I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.

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Preparing Employees to Deliver a Great Customer Experience

I originally wrote today's post for CallidusCloudCX. It was published on their blog on April 24, 2017.

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly.

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Complacency or Innovation: You Decide

How can anyone become complacent about running a business? or about winning at business?

It happens!

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general.

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Bringing Your #VoC Program up to 2020 Standards

How can you be sure that your VoC initiative stays fresh and relevant?

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

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Expert Interview Series: Stefan Kolle of Futurelab On Improving the Customer's Experience

Stefan Kolle is the co-founder and managing director of Futurelab, a customer centricity and customer experience specialist consultancy working with some of the world's biggest brands to increase customer loyalty and profits. We recently spoke with Stefan about how companies everywhere can improve their customer experience.

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The First Era After Time

We are living through the first era after time.

History has been defined in large part by the interaction of people, places, and ideas that were previously isolated. Wars were fought between countries filled with people who’d not only never traveled beyond their own national borders, but had limited to no awareness of those places (other than what their leaders told them).

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