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...

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...

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...

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...

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...

Foolish CX - What are our top blunders?

April Fools' Day will be here soon and I'm getting ready! No, I'm not planning any practical jokes to spring on my colleagues. However, we decided that for one day out of the year we could take a look...

Good Strategists Use Customer Performance Metrics

Today I read an article in the January – February issue of Harvard Business Review titled, “The Big Lie of Strategic Planning” by Roger L. Martin.  Martin’s article outlines the differences between...

Customer Experience Promoting Collaboration

Customer Experience (CX) leaders find themselves uniquely positioned to foster collaboration between functions and with customers. As one example, CX often builds an advocacy network of leaders from...

Is the Customer Always King?

I recently enjoyed an article titled “As They Sow, So Shall They Reap:  Customers’ Influence on Customer Satisfaction at the Customer Interface” authored by Ruth M. Stock and Marei Bednarek in the...

Three P's for measuring the value of customers

Consider the "Three P's" as a framework for considering the overall strategic value of a customer: Payoff - A financial measure is absolutely an important element to include. Sales or revenue is...

Big data

Companies today are challenged with having an overabundance of information about their customers. Here are some tips to help you manage the problem of Big Data: Focus on something customers and the...

Six tips for customer due diligence the right way

Customer due diligence can be a powerful exercise that can add value not only during the negotiation and purchase of an organization, but also during the subsequent integrations (where most...

"I'd rather do it myself!"

The 1960's housewife screamed, "Mother, I'd rather do it myself!" to her mother or in-law trying to help in her kitchen. I remember how this byline in a headache medicine commercial was repeated...

Three information needs of the engineering organization

Here are three approaches to giving your engineers more customer insights: New Product Introduction (NPI) Feedback – In companies with a large product development focus, a lot of highly...

Using predictive analytics to drive proactive intervention

Customer insights obtained through surveys are becoming an increasingly important part of how service organizations are measuring their performance and driving improvements to customer relationships,...

Customer Experience Fitness

Customer experience professionals are like fitness instructors and here are two fitness principles that we must apply: Muscle memory: This is the process of repeating a task so that when the task...

Complaining, Switching, and/or Badmouthing

I recently read an article in the International Journal of Psychological Studies titled, “Drivers of Customers’ Reactions to Service Failures:  The Israeli Experience” authored by Aviv Shoham, Yossi...