CX Leaders
WHAT IT TAKES TO LEAD CX TRANSFORMATION
Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization. You also have an opportunity to impact meaningful change as a thought leader who intersects with all the different functions within the business …
The RIGHT Customer Is ALWAYS Right
“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 Simplest, Undeniable Truth About CX Success
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 …
CX – It Takes a Village
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 …
Customer Experience: A Simple Term Made Complex
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 …
