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 »
It is such an interesting time in the world of customer experience. Everyone has seen this quote: “The only war to win is the one for the customer.” We all know that every CEO is saying (slight irony here) that how they will win that war is via the differentiating customer experience they will offer.
EX drives CX. How you can make it rock. Read More »
I have three kids who aren’t related to me by blood, but I’m known as Aunty Ingrid to them. They were born in 2003, 2010 and 2012. The thing they all have in common? They have never known life without the internet — and they are all Gen Z. As a Gen X’er myself, with
Watch out Millennials … Gen Z is about to take over center stage 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 »
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to
No Culture, No Customer 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 Second Step to Building a Customer Experience Strategy – Who are you as a Company? Read More »
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
What are the 3 Cs of Customer Experience Management (CEM)? Read More »
