Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. “character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR […]

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.

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard […]

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric, 99% of […]

What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their view, CX was just another buzzword being tossed around as novel business jargon.  You can […]

I want you to sweat the small stuff.  To start worrying about details. To consider micromoments.

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to spend more time reporting on what’s happened than making things happen. Time […]

“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important […]

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 […]

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions. It […]