Elegance of Simplicity

    Hello CX Peeps!

     

    I’ve just returned from a trip to Singapore where I was lucky enough to get to do some significant design work with a client.

     

    For those of you have been a part of my CX peeps world for a while, you know that even though I’ve led CX efforts for years, my heart truly still loves where I started — on the design side. Read More From The Chief Customer

    Haunted House of Customer Experience Horrors!

    Waaaay back in a galaxy far, far away, I was just learning how to really change cultures into customer centric ones. And I’m talking about doing more than writing a new mission statement. (Don’t get me wrong, that’s a very important step, but only one step in a Culture Roadmap.)

    We had a great customer experience strategy, we had a great mission and vision. We knew what our priorities were. We had executive support. We’d rolled out Guiding Principles and new language guidelines. I’d gone out on a roadshow and talked to every single employee about the fact that we had to make a change. Still – we had a problem. Read More From The Chief Customer

    Customer Experience Execs In HealthCare – It Is Time To Do Something Bold

    A few days ago, I was at AHIP Institute in Las Vegas. For those of you who aren’t familiar with AHIP, it is one of the largest gatherings of health insurers. AHIP is a place that I hold dear in my heart. It was the first platform in healthcare that I was given to talk about Customer Experience. As a matter of fact, I’ve been speaking at every AHIP since 2007 on this topic.  In 2015, I did a look back on the many changes I’ve seen in the dialogue. Read More From The Chief Customer

    An Open Letter to Health Plans

    Every time I turn around, there is another person who is complaining to me about the customer experience in the health care system. As soon as they hear that I’ve worked for and am working with health care plans, they are so willing to share their stories with me. I get it, and I appreciate their frustration, so I thought I’d write a letter to the health plans.

    These three issues are the three I hear time and time again.  Read More From The Chief Customer

    No Culture, No Customer

    How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)?

    I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to get people to understand that culture is important. The genesis of the quote is much more interesting to me though.  Read More From The Chief Customer

    Do You Have Lost Luggage? Metrics that Matter.

    Almost every firm that I walk into has a balanced scorecard where they are measuring hundreds of micro metrics. Many of them also have a macro metric that sits above all that they do – think NPS, Customer Satisfaction. The problem with both of these scenarios is that most of the time, neither of them actually afford the organization a view into what really is happening with their customer base. Read More From The Chief Customer

    The Fifth Step to Building a Customer Experience Strategy – Get CEO Buy In

    In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture.

    The 5 steps to building a customer experience strategy.

    Step 1: Understand Corporate Strategy

    Step 2: Who are you as a company?

    Step 3: What do your customers want?

    Step 4: Redefine your mission statement

    Step 5: Get CEO Buy In

     After you’ve done this, start to id your holes. Read More From The Chief Customer

    The Fourth Step to Building a Customer Experience Strategy – Redefine Your Mission Statement

    In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture.

    The 5 steps to building a customer experience strategy.

    Step 1: Understand Corporate Strategy

    Step 2: Who are you as a company?

    Step 3: What do your customers want?

    Step 4: Redefine your mission statement

    Step 5: Get CEO Buy In

    After you’ve done this, start to id your holes.

     Mission. Vision. Value. Purpose. Many times these words are used interchangeably to describe the same thing. The big thing. The thing that is supposed to drive you in your decisions every day. The thing that is supposed to align the company. Read More From The Chief Customer

    The Third Step to Building a Customer Experience Strategy – What do Your Customers Want?

    In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture.

    The 5 steps to building a customer experience strategy.

    Step 1: Understand Corporate Strategy

    Step 2: Who are you as a company?

    Step 3: What do your customers want?

    Step 4: Redefine your mission statement

    Step 5: Get CEO Buy In

    Read More From The Chief Customer

    The Second Step to Building a Customer Experience Strategy – Who are you as a Company?

    In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture.

    The 5 steps to building a customer experience strategy.

    Step 1: Understand Corporate Strategy

    Step 2: Who are you as a company?

    Step 3: What do your customers want?

    Step 4: Redefine your mission statement

    Step 5: Get CEO Buy In

    After you’ve done this, start to id your holes.

    Read More From The Chief Customer

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