customer experience

CX Journey™ Musings: Customer Focus - at What Cost?

Customer focus... at what cost?

Are you kidding me?

I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?"

I happened to have just taken a sip of my coffee, and I think it came out of my nose. I cleaned up the coffee and held my breath, in hopes that the presenter would answer the question the way it should be answered. She did.

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CX Journey™ Musings: We Have All the Customers We Could Want!

We have all the customers we could ever want...

... said no business ever!

Oh wait.

Except for Sears.

Wow! What would ever possess a CEO to say that?

It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said:

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Don't Underestimate the Power of a CX Vision

Do you have a customer experience vision?

One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't?

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6 Steps to Help You Put Customers at the Center of the Organization, Part 2

I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016.

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does.

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6 Steps to Help You Put Customers at the Center of the Organization, Part 1

I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016.

In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does.

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6 Things You Can Do to Advance Your Career in the CX Profession

What can I do to advance my career in - or to get started in - the customer experience profession?

I'm asked about this on a regular - quite frankly, almost weekly - basis. That's exciting because I love when people see this as a great career progression or a field to they want to get into. The more people we can have on the customer's team, the better.

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Make Life Easier By Asking Only One or Two Questions of Your Customers

I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation.

It occurs to me that the scourge of the customer-centric fad is customer surveys. It seems to me that just about every large organisation that I deal with asks me for my feedback through some kind of survey.  And this scourge is not limited to these big organisations. On my last visit to my GP’s (doctor’s) surgery I was asked to fill in a survey – it was over ten pages long!

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If the customer experience is so important why don't companies take it seriously?

Kim Walker and I have been banging on about the pathetic way that most companies manage the customer experience to account for older consumers. We have written the book on the subject and produced the software that enables companies to measure and improve the usability for how they serve older customers.

Yet still they get it wrong.

Last week there was an article in Marketing Week that explained the confusion that exists over who is responsible for the  customer experience.

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Ignite CX & EX to power up your business

Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between CX & EX, so I thought I’d share a few points here.

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How to Engage Employees in Your Customer Experience Strategy

I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016.

Quite simply: without employees, you have no customer experience.

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