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

    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

    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

    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

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