“The right customer is right, and many customers are taking advantage in ways that are very much not right. Running a business with such over-sweeping statements is not only unhealthy and unprofitable, it creates significant pressure on employees who are forced to chase such generalized clichés that are disconnected from their reality. As such, they …
The recent PWC report “Experience is everything: Here’s how to get it right” validates many of the principles leading global CX authority Lior Arussy has consistently expressed long before others spoke about them. Almost a decade ago we used to joke and say, “A fool with a tool is still a fool.” In most cases …
I am going to make this a short article. Because any truth that is too long and complex is suspiciously hiding something. A recent Wall street journal article At Ford, Quality Is Now Problem 1 described the major fall for a company that for two decades declared Quality Job #1. The new leader for quality …
Quiet quitting has been making headlines for the past few weeks, it’s the latest buzz word for a problem that companies have always faced – lack of employee engagement. Gallup recently reported an uptick in employee disengagement, with 50% being Disengaged and 18% Actively Disengaged. It is not surprising that there is an uptick. However, …
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 …
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 …
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?
Ten years ago, I wrote an article for The Hub declaring that an insight statement does not include a percentage symbol. While that may be glaringly obvious to anyone who has been in the market research industry for a while, it was an “insightful” enough opinion at the time that the article was published and …
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 …
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 …
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