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

    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

    The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy

    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

    What are the 3 Cs of Customer Experience Management (CEM)?

    I’ve been asked so many times – “How do you approach customer experience each time you walk into a new company?”.  My answer is that every company is different and every customer is different. Of course, over the two decades of doing this work, I’ve definitely learned what works and what doesn’t. I’ve also created a set of tools that I apply every time to every transformation. I call them the “3 Cs of CEM: Credibility. Competency. Culture”.

    Read More From The Chief Customer

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