”I’ve heard you talk about a Service Code as a tool for front-line customer service…what is it and how would I use one?” A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training […]

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade of gray or arguing with your spouse about 1-inch or 1.5-inch tile becomes exhausting. And […]

After we create a customer journey map, what’s the next step? How should we use it? When we are talking about customer journey maps, we are talking about everything from the customer’s point of view – not process maps or journeys by org chart. Journey mapping can enlighten you, shift your perspective and motivate you […]

”Are there guidelines for how much a small firm should spend in an area like CX?” In any client meeting, in any situation, you can almost always ask the question, “Yes, but how will this affect the budget?” Especially if you are a small business or in a growth stage, budgets and goals are very […]

If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy? Customer experience is exciting! Yet, when we start approaching customer experience thinking solely about making customers happy, we often don’t know where to invest our time, resources, and efforts in the right ways. […]

Is it possible for a company to work on both customer experience and employee experience at the same time? One of Jeannie’s core beliefs is that you can’t authentically deliver a great customer experience without aligning that experience with your employee experience. Sometimes, Human Resource teams, departments and leaders are focused on process, procedure and […]

How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? When discussing customer experience, we often start with tactics (surveys, data collection, etc.) and don’t connect them to the big picture. When customer experience is not connected to the organization as a […]

Let’s get into some real-life examples of customer experience (CX) improvements in action! This week we’re focusing on a couple of constantly evolving industries: air travel and consumer packaged goods (CPG). Even if you are not in these industries, you can use these examples as inspiration to generate your own ideas. Let’s learn from each […]

Our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences. Tune in to Experience Action!

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors, according to Harvard Business Review. So why should customer experience leaders care about customers who are no longer customers?? […]