We have all heard the proverb “It takes a village to raise a child.” It means that an entire community of people must provide for and interact positively with children for those children to experience and grow in a safe and healthy environment. The same holds true for customer experience programs—it takes an entire organization […]
CX – It Takes a Village Read More »
Only 2% of all Boy Scouts throughout history have become Eagle Scouts. (Yes, I am the proud parent of an Eagle Scout.) 87% of business leaders agree that exceptional customer experience is a must for their organization. While there is no true measure of the number of companies that are customer-centric, about two-thirds of companies
Are Boy Scouts Masters of Change Management? Read More »
Customers are and always have been different and segmented. Do airlines treat their 100,000-mile fliers the same as those who fly a couple of times per year? Should a luxury car manufacturer treat their $200,000 customers the same as their $50,000 customers?
The Next Evolution in Customer Experience – High Impact Customers Read More »
Key driver analysis research is not new. The goal is to identify the different customer touchpoint experiences, which are drivers of an organization’s overall performance measure (e.g., NPS, Overall Satisfaction, Effort/Ease, etc.). Essentially, a driver analysis computes importance scores, which then prioritize the touchpoint experiences that have the greatest impact on performance measures. There are
CX Driver Analysis Read More »
I am often asked what I do for a living. I usually say that I am a customer experience and employee engagement consultant. This is immediately followed by: What does that mean? I explain that I help companies evaluate the experiences they deliver to their customers and then work with them to help improve those
Customer Experience: A Simple Term Made Complex Read More »
As a broad statement, yes, customers are important—for without customers you would have no business. Every company needs to ask themselves—Is every customer equally important to the business, that is, what is their impact to the bottom line? The truth is that some customers are more important than others, and some customers may be bad
All customers are important: fact or fiction? Read More »
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