Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s journey. Some use the term customer experience interchangeably with customer service or customer success. Customer experience is about the end-to-end experience your customer has, […]

Listen to this article “I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B Healthcare Professional Services Manufacturing …So we can’t really do this or think about it […]

Listen to this article What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter, which is as meaningful today as ever. It’s […]

Listen to this article Employee Experience is Critical, and Smart Organizations are Taking Notice Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct […]

Listen to this article What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. It’s difficult to change things for the better when there are pervasive falsehoods, fables and factually-questionable stories traveling throughout […]

Listen to this article How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? And others get it so wrong because there is […]

Listen to this article What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it? Yet many leaders are given something like this to work with. When we […]

Listen to this article You’ve heard of SMART goals… But what about 😏 SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. I don’t say this to shame anybody, but to highlight it’s so easy for […]

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences. Businesses are looking to stay ahead of the challenges by creating better customer journeys and reassuring customers […]

Listen to this article Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals are focused on updating and improving existing customer experience policies, but sometimes I get to work with clients on an […]