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 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

    Oh, how far we’ve come – and how far we still have to travel!

    Happy CX Pros day!

    Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. Especially their stories about their CX journey.

    The themes I’ve found that I have to share and I think that we, as a practice, need to address are:

    Read More From The Chief Customer

    OMG. Is it time to Stop the Survey Madness?

    I’m having one of those moments. I’m on line, answering emails and I received a request for feedback on a recent transaction I did with one of the financial institutions I do business with (and that we all revere as one of the best.)

    Because the rep was so good, I jumped at the opportunity to give feedback on his performance.  As I was filling out question after question after question and starting to get survey fatigue, my new Windows 10 installation popped up with a “Would you be willing to give us feedback on your new product?” and (I kid you not) I then got yet ANOTHER pop up for a web site I was using. Literally, three survey requests in less than 30 seconds.

    Read More From The Chief Customer

    Starting a Voice of Customer (VOC) program

    I’m a big fan of KISS. The acronym, not the band. And for those of you who have met me, you know how I feel about acronyms!

    KISS – Keep it Super Simple (I like this definition way better than the original) is what I think the mantra for starting a VOC program should be. VOC programs are core components of successful customer experience programs.  I’ve been talking to a ton of people lately and there seems to be a few really big boulders that I see out there for Voice of Customer program leaders and analysts.

    Read More From The Chief Customer

    Customer Experience Execution – Deadly Sins (CXEDS)

    In this series, I’ll be sharing stories of where the rubber met the road and melted on impact.

    CXEDS #1: Correcting your Customer

    I was in Austin for SXSW a while back and I went to go pick up my rental car. We’ll leave the behemoth unnamed. Austin is a tiny airport and there is really only one place to go when you get off of your plane. All the travelers are exiting through one of just a couple exits. I follow the crowd, a little punchy from my early morning Sunday flight, and get to the car rental area.

    Read More From The Chief Customer

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