What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and […]

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your fiscal year As you wrap one quarter and prepare for the next Before budgeting season Any time changes demand […]

Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams on board with an aligned mission. Customer journey mapping efforts lead to areas to improve […]

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year. And customer journey maps tell […]

Have you joined one of our live sessions yet? They’re free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about the three facets of CX, where I suggested that customer experience requires all of these […]

If you’ve attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you’re just reading about this idea for the first time, here’s a helpful primer article: The 3 Facets of Customer Experience With […]

Are you measuring, or just calculating? We’ve all been there. We’ve watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see the numbers. You might even understand what they mean. But they don’t really resonate. The numbers don’t move us to […]

Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals like “move the needle” on customer loyalty and “create a superior customer journey for every customer, every time.” These goals, […]

I don’t really have a problem with the fact large organizations need departments, divisions or even small companies. It’s the way they speak of it that bothers me.

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right?  If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week […]