Hi friends. I was all set to talk about how I create connectivity in this blog post, but I’m taking an about face to instead talk about the importance of #EX and #CX in times of uncertainty. Here’s a story from way back in 2008 for you. I was named the Chief Customer Experience Officer […]
#CXandLOVE in a time of coronavirus and market instability. Read More »
You check into a lot of hotels as a consultant. I’m in a hotel almost 200 nights a year. Those of us who make our living on the road have some pretty consistent needs. We want a clean room. We want the hotel to honor our preferences for room type (bed size, high floor or
Stop holding your employees hostage to your metric Read More »
Back to Basics blog post #2 … One thing I find companies running into all the time is trying to decide how to ensure that 100 percent of people behave EXACTLY the way that they want them to in a certain situation — when a certain choice, a certain option, or certain offer is presented
People are good. Treat them that way. Read More »
It is so that time of year, isn’t it? My inbox is getting pummeled with predictions and things CX practitioners need to focus on for 2019. I’m also seeing a plethora of dire warnings to CX pros, from all sorts of people who analyze things. CX is failing. CX pros are going to jump ship.
It’s the end of CX as we know it. Or, is it just the end of the year? Read More »
When I first started working (more than a few moons ago), my very first corporate job was in finance. I remember being so confused by all the financial terms. De minimus. APY. ETF. APR. I remember when we were creating all of our web pages while at Amex. We built a glossary for all the
Hold onto your horses (because there is no need to whip out a credit card) — Amazon Prime Day is almost here! In the Customer Experience world, companies are constantly striving to be “more like Amazon” or to “Amazonize” their product offers or customer focus. If you’ve ever heard me talk or read my blog,
Mastering The Art Of Getting It Right Read More »
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
Elegance of Simplicity Read More »
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
Haunted House of Customer Experience Horrors! Read More »
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
Customer Experience Execs In HealthCare – It Is Time To Do Something Bold Read More »
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
An Open Letter to Health Plans Read More »
