CX Basics

If you’ve been hanging out with us here at Chief Customer, you know our belief structure around #EXdrivesCX.  We’ve been talking about the importance of — and the impact that — the employee experience has on the customer experience for years. It is so far beyond “treat your employees well and they’ll treat your customers

I heart you. Those are words that I’ve uttered hundreds, if not thousands of times in my life. Why is this interesting, you may be thinking? Because I’ve said those words at work.  I’ve cried with my peeps when they’ve lost their babies. I’ve celebrated more weddings of my peeps than I can count. I’ve

I’m sitting at an executive forum of about 30 different leaders from a bunch of different industries, listening to them discuss very similar problems. The big themes are: We aren’t seeing the returns from our CX investments. We aren’t moving fast enough. We’re not growing our customer base as fast as we want. We aren’t

#NailtheCXBasics. We’ve been covering a lot of the basics this year — because we believe that they are key to any strong Customer Experience program. We’ve talked about language, design, strategy and metrics.  We’ve also talked a ton about culture over here at Chief Customer. As a matter of fact, we were talking about the

I had a very long conversation a few nights ago with one of my favorite product designers. He’s spent his life building really interesting things — some for other companies and some for himself. He’s on the cusp of doing something really exciting that I can’t wait to share with you some day.  We don’t

Back to basics post #4! Language. You know by now how important we’ve found language to be to your customer experience efforts. We’ve done a ton of research on the words that confuse customers, and how to replace them. It makes sense that language that is specific to an industry isn’t language that most consumers