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 »
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 »
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
Do You Have Lost Luggage? Metrics that Matter. Read More »
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
The Third Step to Building a Customer Experience Strategy – What do Your Customers Want? Read More »
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
OMG. Is it time to Stop the Survey Madness? Read More »
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.
Starting a Voice of Customer (VOC) program Read More »
