23 Dec What is Customer Experience?
CX is not UX and is broader than most realize—encompassing many fields. ...
02 Dec 15 Dimensions of Customer Experience Management
Posted at 13:00h
in Business, Client Experience, Culture, CX Governance, CX Program Management, CX Solutions, Leadership, Operations, Tools/Resources 0 Comments
There are many factors to consider in driving any company toward deeper customer obsession. Following are the 15 dimensions we use to manage CX management programs....
25 Nov Seven CX Obstructionists and How to Deal with Them
Posted at 11:18h
in Business, Client Experience, Culture, CX Program Management, Leadership, Operations, Tools/Resources 0 Comments
The top seven obstructions that put your CX initiative in peril and what to do about them....
15 Oct How Will A Customer Experience Specialist Benefit Your Company?
Posted at 13:57h
in Business, Client Experience, CX Program Management, CX Solutions, Hiring CX Specialists, Journey Mapping, Operations 0 Comments
Last month, I, as a Customer Experience specialist, had a rude wake up call from a home renovation project specialist. This past month I began renovating my basement. It’s big, it’s old, it’s trapped in the ‘70s. Long story short, I thought through my past experience I could do it...
29 Sep What is a CX Solution?
Posted at 12:40h
in Business, Client Experience, CX Program Management, CX Solutions, Differentiation, Operations 0 Comments
Let’s cut right to the chase. A CX solution is a remedy to a problem revolving around the experience a customer has had, has currently, or can have with a company. The clearest example is a CX Management Program. A CX Management Program is a solution to a company’s lack...
28 Sep A Real Transcript From Our Old Marketing Agency
Posted at 12:31h
in Business, CEO, Client Experience, Culture, CX Program Management, Leadership, Marketing, Measurement 0 Comments
[10 minutes of COVID-19 related small talk] Steven: “How’s our marketing going? I haven’t heard form you guys in a few weeks. Did our unconventional strategies break you?” Agency: “You’re so funny, no you didn’t break us. Everything is going pretty well over here. We wanted to talk to you today about making...
25 Sep IN B2B CX, LOOK BEYOND MEASURABLE EFFICIENCY
Posted at 10:18h
in Business, CEO, Client Experience, Culture, CX Program Management, Leadership, Measurement 0 Comments
Are you struggling to measure CX? This article may be the perfect piece at the perfect time for you. There are still too many companies conflating efficiency with CX. Efficiency is an objective characteristic. It’s about how well you’ve controlled or prevented operational failures from happening. It’s merely an indicator...
14 Apr Three Common Mindset Mistakes In CX and How to Zen Yourself Out of Them
Posted at 11:17h
in Business, CEO, Client Experience, Culture, CX Program Management, Leadership 0 Comments
People who are doing the hard work of managing their firm’s CX efforts, trying to move services and support and customer satisfaction projects forward, seem to be looking at CX way too narrowly. There is a way to Zen yourself out of this and start changing your mindset. ...
21 Mar 2020 CHIEF CUSTOMER OFFICER’S HANDBOOK: The Power of the ‘RESET’
Posted at 11:48h
in Business, CEO, Client Experience, Content, Culture, CX Program Management, Leadership, Marketing, Workshops/Training 0 Comments
How to be a CXO. A CX leader's user manual for making CX successful in any company....
29 Feb Caution: B2B Journey Mapping Is Different, Proceed Accordingly
Posted at 14:19h
in Business, Client Experience, Journey Mapping, Professional Services Category, Tools/Resources 0 Comments
The scary reality is, many B2B companies (especially professional services firms) unknowingly use the same approach as an online retailer or a car dealership or a mid-market hotel chain....