Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered!

❔”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?”❔

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?!

❔”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?”❔ Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations […]

❔”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.”❔ Traditional focus groups have been popular for gathering real-time […]

❔”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”❔ We need both customer service and customer […]

❔”I’m new to the idea of customer experience, and while I think it’s great, I can’t seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don’t really know how to get others to care about it. Any […]

Learn about five foundational elements for creating intentional customer experiences, including the importance of a CX Mission Statement.

❔”How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?”❔ Customer experience is not just a ‘nice to have,’ even though that’s how it’s viewed in many organizations. It really is a must-have in today’s competitive, digital world. Customers have more choices and more […]