customer experience

CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience?

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How Do You Measure #CX Success?

How do you measure success of your customer experience initiatives?
 
For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
 
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Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?
 
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.
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What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
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Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means.  Yet, there is little to show for it.
 
Me: Seems that way.
 
Colleague: Which big company, as in the kind of company that we end up consulting to / working with, has anything to show for the time-effort-money that has been spent on the whole Customer thing?
 
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The #CX Perception Gap

I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

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These Are The Last 12 Questions You Had On Customer Experience – Promise!

(lengthy post warning: over 4,000 words)

I wasn’t even close.

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience.

Man, was I off.

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Fuse Customer Experience and Employee Experience to Drive Your Growth

If you want to know which comes first,  employees or customers, Donna Morris will answer “both.”  As the EVP of Customer and Employee Experience at Adobe Systems, Morris spearheads efforts to attract, engage, and develop employees and customers.  Moreover, these efforts are well-integrated and aligned.  In a recent interview, Morris outlined for me some of the primary ways she fuses together customer experience (CX) and e

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The Brand as Experience

It's sometimes fun to look back at pieces I wrote some time ago and see what came true and what didn't. I think that this was originally written in 2006 and what's interesting is that some of these predictions happened, went away and have come back again. For example, Second Life was very popular at the time, but hasn't been as popular for a few years. However, they are now getting ready to launch a whole new experience Project Sansar.

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A Culture of Excuses

Is your company culture best described as a culture of excuses?

If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK?

And then consider making "no excuses" one of your core values. Seriously.

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