customer experience

CX Journey™ Musings: Nothing Changes if Nothing Changes

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Visionary Companies: One Part Vision, Many Parts Alignment

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know.

Back then I wrote:

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7 Ways to Keep the Customer Top of Mind

“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. The following is a transcript of the call.

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Building the Business Case: No Pain, No Gain

One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs, excerpted from my book, Customer Understanding.)

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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…

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Strengthening Relationships Through Customer Success

The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive,  realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references. Marie Alexander created and led a department she called Customer Success.

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Restoring Customer Confidence?

The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look.

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Customer Success: Building Value for Customers Faster Than They Can on Their Own

There are so many different customer experience roles these days that I wrote a post a few months ago called “Customer [Insert Term Here]: What Do They All Mean?” In the past, I’ve written a few times about the difference between customer experience and customer service.

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Empathy Maps Are Not Journey Maps – and Vice Versa

Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience.

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Proving the ROI of Reducing Customer Effort

I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020.

As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI.

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