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...

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...

Working on your customer experience fitness

There is no doubt that more and more business-to-business companies are focused on creating a competitive advantage through the experiences they deliver to their customers. But, what does this really...

The Top Things You Thought Were True About CX

There are a lot of ideas out there about the role of CX in today’s environment.  In this blog, I discuss seven myths about CX that can get businesses distracted from driving the most...

Are Customer Engagement and Customer Experience the Same?

The short answer is, no. The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes....

What is customer engagement?

Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), and the...

How Uniquely Valuable are the Best Strategic Account Managers? -- 'Count the Ways...'

In thinking about the best account managers; those managing growing, profitable customer accounts, thoughts naturally go to being skilled in communicating, relationship-building and sharing product...

Have you started planning for CX Day?

Did you know that Customer Experience (CX) has an official day? It's the day we celebrate the companies and individuals who focus on creating a competitive advantage through the experiences...

Is Your VoC Program in Need of An Overhaul?

Customer Experience Professionals, may I ask, how is your Voice of the Customer program going? Are you content? Are things just humming along and don’t require a lot of attention? Do you feel like you...

Common sources of customer information

Do you use a wide variety of information sources to gain the best understanding of your customers? Here is a list of common sources of information you can use: Customer service interactions such...

Tips to using analysis to help interpret customer intelligence

Do you conduct analysis to accurately interpret the customer intelligence you gather? Here are some tips to consider when using analysis: Make sure you are clear on what issues or problems you are...

Most common areas in the company to drive results

Customer experience leaders looking to have broad impact should engage with business leaders in the following areas: Sales, including account management and sales operations Support, including...

Is your company really focused on customers?

To know if your company is really focused on customers, can you answer yes to the following questions? Do customer issues take priority? Are market developments closely watched to constantly assess...

Accelerators to help drive results

Accelerators get you where you need to go in a faster, more efficient way. These are the techniques, tactics, and tools that will speed up your journey to results and make it less painful. Goal...

Three activities for engaging company leaders

Focus on these three activities to gain support from senior leaders: The payoff - show senior leaders that customer-focused actions have an impact on the business. The plan - Share the framework for...

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 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...

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...

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...