customer experience

Our Customer Experience Maturity Assessment method is now officially certified by the Customer Institute.

Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”
Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018)

Just like your customer experience journey.

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.”

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.

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

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.

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:

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

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).