customer experiences

Leadership Involves Mastery of Initiative Conversations

Effective Leaders Excel At Initiative Conversations

I say that a leader is s/he who brings about a future that wasn’t going to happen anyway. I also say that human beings are beings who live in-through language. This leads me to conclude that a leader is s/he who is a master of using language to bring about a future that wasn’t going to happen anyway. 

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CX Journey™ Musings: Are We Dumbing Down the Customer Experience?

Does "imitate the competition" describe your approach to customer experience design? 

Are you more focused on what your competitors or other companies are doing than on your own business, customers, and customer experience strategy?

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Five Things To Remember When Mapping the Customer's Journey

Here's a couple of things that, in my experience, you probably best stickto a wall in the room where you are painting the picture of your Customer's Journey. Somehow we seem to forget when busy. Let me know what you think, or add yours in the comment section below!

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Getting Everyone on the Same #CX Page

How do we ensure that everyone in the organization is on the same page when it comes to customer experience? 

My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson:  

No two persons ever read the same book.

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Making Sense of Customer Words

I originally wrote today's post for Confirmit in May 2013. I've made some modifications.

How do you make sense of your customers' words?

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Improving the Customer Experience of London's Transport Network

I was really heartened to read this document about making London's transport network easier to use.

As a regular user of the network I am well aware of its limitations and the extreme pressure of numbers under which works.

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CX Journey™ Musings: Providing a Human Experience

Have you ever had an idea that needs a little boost to get to fruition?

Every once in a while, I get some random thoughts and ideas or some things that I question or ponder - and may not necessarily have enough content to write a full post or enough time to develop the concept. I've jotted down a bunch of these thoughts and haven't done anything with them. Time to throw them out into the universe! Introducing CX Journey™ Musings.

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Storytelling Is a Trojan Horse for #CX Learning

What is storytelling, and why is it an important tool to have in your CX Toolbox? 

In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience: Centralize, Analyze, Socialize, Strategize, and Operationalize. I have since pulled out details from Analyze and Socialize to create a sixth rule: Synthesize (or Contextualize).

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What Is the Single Most Critical Factor in CRM / CX / Digital Success?

Recently I was pitching for new work and the question that keeps coming up came up. This question is always some form of “What is the single most critical factor in ……..?”   Examples include:

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The Economics of the Customer Experience

I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post.

Not all returns from your customer experience investments are financial. Will that scare your executives?

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