Five things I like about the CXPA
The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the founding corporate members of CXPA, it's been...
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Telling the CX Story
Apple product launches have become highly anticipated events. Of course this is due primarily to the products themselves, and eager customers wanting to confirm all of the rumors leading up to the launch.  However, the style in which Apple announces...
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Three tools to help business segments drive results
The following tools are recommended to make it easy for business segments to identify if there are issues that need addressed or opportunities to leverage: Key Driver Analyses: Identify which areas have the most impact on customer loyalty to...
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The ROCX (Return on Customer Experience)
There are a lot of ways to explain "Customer Experience." You can use analogies, comparisons, an elevator pitch...you get the idea. Regardless of your approach, the best way to draw attention is to "show me the money." (Yes, that is a Jerry Maguire...
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Tips to effectively work with Sales
Sales needs timely customer insights that will help them focus on the issues that matter to existing customers and new prospects. They also can benefit from intelligence that will help them know which accounts show the most potential so that they...
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