customer experience

CX Journey™ Musings: On Means and Outcomes...

Do you know the difference between means and outcomes? Between the journey and the destination?

I know. I know. Those are silly questions to ask.

Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end.

Or do they?

As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.

So, let me throw out some definitions here.

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On Becoming People-Centric

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture.

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The Contactcentre as a Profitcentre

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. 

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Focus on the People and the Numbers Will Come

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.

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Prioritizing Your #CX Improvement Initiatives

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.

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10 All-Too-Common VoC Program Mistakes - Part 1

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!

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Customer Understanding: The Cornerstone of Customer-Centricity

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.

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Raving Fans? Meh. How About Immortal Fans?

The ultimate fan is an immortal fan!

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On Metrics and Complacency

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!

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Have You Digitized Your Journey Map?

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.

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