Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies
Success in CX means harnessing the power of people. For those who weren’t there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I’ve used two ‘big bucket’ categories to boil down what I heard.
We should be babies more often. Focus on the cat first. The cat is looking at the fish; what do you think he is thinking? Food, of course. The cat has a singular focus. Now what about the baby – what is he thinking?
You know that feeling of fresh perspective that you have immediately after you return from a vacation? Everything seems a bit clearer. Priorities are in focus and life is in perfect balance – even if just for a few days. At home, you zero in on the things that need to be done and do
The best long-term business strategy is focusing on learning and improving your customers’ experience. And companies that truly make the customer experience a priority outperform the market. You can use many different methods to start better understanding and learning from your customers: focus groups, surveys, social media, operational data, observation, communities, journey mapping, actually talking
Let’s just be honest. C-level leaders don’t take a lot of web surveys. But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of the customer experience.