customer experience management

How do I make CX management successful in my business? Practical tips to overcome silo limits.

More and more companies are pursuing customer-centered approaches in the context of digital change projects. But where is the customer located in the company? How do I measure his or her behavior? Which feedback sources do we have? How can I analyze and visualize a cross-system journey? And: what do I conclude from this? A new position is created: The Customer Experience Manager ("CX Manager"). People with this job description are faced with a multitude of questions.

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Dealing with survey fatigue

A few days ago a colleague forwarded me an article about survey-fatigue. One of the main points of the author was that she felt being harassed by companies asking for her feedback on some random interaction. I must admit that people can indeed not care about your survey – even if you bring it down to the ultimate question. But this has more to do with the customer not caring about the company or brand that is asking the question than the survey itself.
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Designing Brilliant Customer Experiences in the Sharing Economy

Companies like Airbnb and Uber seem to have less control over customer experience and seem to be managing multiple stakeholders whose interests are sometimes at odds. How does that impact the way you design customer experience?

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Over-Engineering the Customer's Experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts the Customer’s evaluation of the company’s service and offering. In my experience it can be rather overwhelming for people within a company to talk to the Customer Experience experts – inside and outside the company – and as a result they could be turning their backs on us “unrealistic bunch of dreamers“. I’ve come to believe this has a lot to do with a practice of ‘over-engineering the Customer’s Experience‘.

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Measuring Customer Value in Experience?

I’ve been involved in Customer Experience (Management) since the beginning of my career. And for as long as I can remember we (me included) have been measuring success of our efforts through metrics like Customer Satisfaction, Customer Retention, Intention to (re-)purchase, intention to recommend.

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Customer & Leadership: Is There a Formula / Recipe for Success?

I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms formula, recipe, method, script and template interchangeably.

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Reputation Management or Customer Experience Management?

Which should you focus on: reputation management or customer experience management? Or both?

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8 Steps for Customer Experience Change Management

How well are your change management efforts going? 

I recently came across Dr. Kotter's 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change, which outlines the eight critical success factors for change management.

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CEM Toolbox: Setting the Stage for a VOC Strategy

I originally wrote this post for Delight's blog on April 29, 2013.

I started a CEM Toolbox series a year ago and only dabbled in it a couple times. Today I'll pick up with a post that was published on Delight's blog and will strive to add to the toolbox a few more times this year.

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The Future of Customer Experience Management

Christopher Meyer and Andre Schwager’s February 2007 Harvard Business Review article “Understanding Customer Experience” brings, perhaps for the first time, the topic of customer experience management (CEM) to the senior management plane. While, overall, the article is quite good, one thing stuck out like a sore thumb — the authors’ definition of the term:

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