customer experience

I don’t think there is any need to push the statement “a great customer experience leads to happier customers, which in turn leads to higher profit” anymore – over the past 20 years we have seen thousands of books and articles, and a multitude of that number in PowerPoint slides, proving time and again that happier customers lead to faster growth, increased share prices against the not-so-customer-centric peer group, more loyalty/less churn, etc. 

I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018.

When companies focus on people, their people - employees first, then customers - the numbers will come.

I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.

How do you prioritize your CX improvement initiatives?

You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.

I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.

As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

If you don't know by now, customer understanding is the cornerstone of customer-centricity.

Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

What is customer-centricity?

A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it! Customer-centricity is about putting the customer at the center of all you do.

The ultimate fan is an immortal fan!

I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018.

The customer experience is a journey; your transformation work is, too!

Do you know why it's important to digitize your journey maps?

In the past, I've written about some of the myths of journey mapping. One of those myths was:

Without a digital mapping platform, I can't even begin to map.

Is your customer experience transformation work stuck at good intentions? 

One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.

No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.

Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.