Five questions to ask before you take action

Here are five key questions all Customer Experience (CX) professionals must ask. Do we have the right culture? Possibly the toughest aspect to control is the culture of the organization. The company...

The Value of Making it Easy

Recently, I had a billing issue that needed to be resolved with our health insurance provider.  I put off making the phone call for days, and waited until one of those rare mornings where I had enough...

Visualizing complex relationships

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard's infographic of Napoleon's failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with...

The role of social media in CX

Social media can increase the value of CX by enriching the content, quality, and speed of insights delivered. However, before getting involved in social media activities, CX professionals must have...

Making it easy for customers is pretty difficult!

At a time when everyone is longing for simplicity, it seems the world has gotten very complex. Consider a few examples: Beer - 25 years ago there were only a handle of breweries. Now there are...

Is your leadership supportive of customer initiatives?

To know if your leadership is supporting the customer initiatives from your Voice of the Customer program, ask yourself the following questions: Is the CEO aware and engaged? Is the board informed...

Paying Employees to Leave

I am sure many of you have read by now that Amazon pays employees $5,000 to leave.  Technically they borrowed this idea from Zappos.  The idea is once a year you basically have a buy out period and...

Tips for communicating with customers

Customers will want to do business with companies that provide a consistent, informed and superior experience across all channels of communication, taking into consideration that customers will...

Tips to improve your visuals in communications

Visuals are a powerful way to communicate customer intelligence. There are so many different ways to visualize customer feedback. You can use graphs, bubble charts, customer comments, summary words,...

Two approaches to engaging your stakeholders

With so many gadgets and communication devices, it is easy to get disconnected. More and more conversations are taking place via e-mail, instant messaging, text messaging, etc. without sitting down...

Creating a holistic customer view

Customer metrics of the future will be highly customized and targeted. In an effort to create a holistic view of the customer, organizations should consider four factors: Product Usage - companies...

Two approaches to engaging your stakeholders

With so many gadgets and communication devices, it is easy to get disconnected. More and more conversations are taking place via e-mail, instant messaging, text messaging, etc. without sitting down...

Tips for interacting with customers

Here is a four step analytical plan for companies who are looking to identify targets for a new sales opportunity: Step One: identify who has already purchased and who hasn’t – the wins and...

Are customer issues visible throughout your company?

How do you know if customer issues are visible throughout your company? The following questions may help you answer this: Are customer issues featured in company-wide communications? Do the CEO and...

Tips to satisfy customers’ real-time needs

Customers will want to do business with companies that keep them on their toes and are always one step ahead with solutions for tackling the next problem or issue. Customers will appreciate futuristic...

The 5-Second Pause

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a...

Three tips to help rise above the clutter

Here are three tips for getting people to take notice in the customer experience initiatives: Brand it. Come up with a good name and logo to represent your customer experience initiative. Too often...

Best practices for communicating action

As a customer strategist, you need to do your due diligence to ensure your message is reinforced. Whatever you do, don’t just deliver your message and walk away. The message needs to be consistent and...

Tips to personalization

Customers will expect companies to know their business inside and out and use their knowledge to design products and services that create a “frictionless” experience. To do this companies must: Engage...