customer experience

Customer Engagement or Customer Entrapment?

Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions for the fireside chat. One of the questions I was going to ask the panelists was something along the lines of:

In order to truly engage with customers, brands need to build trust. What are brands doing to build that trust? Consider each of the following scenarios.”

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Do You Have a Bank for Times Like This

I know it’s hard to believe, especially for some of the youngsters who might be reading this, but there was a time when air travel was so much nicer than it is today. And no, I’m not talking about back in the 40’s! If you were waiting for a flight to depart and there was a problem, the airline might move you to a competing company to make sure you got to your destination. They might even do that if it was your fault, like getting to the airport late and missing your flight. Not that I have any firsthand knowledge of such a thing, I’ve just heard stories.

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Change Management Step #1: Sense of Urgency

I’ve written many times over the years about change, including posts on change managementchange visionchange fatigue, and more.

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CX Journey™ Musings: The New Purpose of a Business – One Year Later

Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today.

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People, Not Channels

If your sales team approached customers the way we communicators talk at our stakeholders, your company would go out of business.

The differences are shocking, and for years they’ve been evident in the different ways each department is treated:

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Defining and Communicating Your Intended Customer Experience

I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series.

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Journey Mapping Workshops: Do You Have the Right Participants?

Do you have the right people in the room for your journey mapping workshops?

I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in the room (in-person or virtual).

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Updating Your Journey Maps

Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.

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3 Areas Marketers Must Focus on in the Age of the Connected Customer

I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019.

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Webinar: How to start your VoC Programme with the right Data Strategy

After the launch of the Futurelab Weekly Webinar last week, we now continue with the first webinar that goes more in-depth – how to start your Voice of the Customer programme.

What I am about to tell you may sound obvious – but most companies do not fully run this step at the beginning, while it is an absolute necessity. You need to establish your data-strategy.

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