CXPA Member Blog

CXPA Member Blog

This Blog features thought leadership from CXPA members and staff. All contributions are welcome!  Authors and commenters are reminded to adhere to CXPA's community expectations. Solicitation and direct selling are strictly prohibited, and CXPA has the sole discretion to remove any post for any reason.  For assistance with the CXPA blog, contact gabe@cxpa.org.

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Can I start a controversial article being completely un controversial?  Thanks.  Here goes:  Good employee engagement is an absolute requirement in order to drive good CX.  Okay... now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience. With that throat-clearing out of the way, I was shocked ( shocked !) when a nontrivial number of contributors (all CX pros) to a forum in which I recently participated seemed confused about the difference between ...
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Are you passionate about CX in Higher Ed? The CXPA launched a community initiative to develop a list of all institutions of higher learning that offer Customer Experience programs, courses, certificates, or degrees. The first phase in this project relies on the knowledge of the community, so please take a few minutes to complete a survey entry for each college, university or higher education institution that has a "Customer Experience" offering of which you are aware.  Complete Survey Here Introducing 'On the Move': A Celebration of Your Career Have you started a new CX role or ...
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Recently I fielded a question about NPS survey data:  How do you process it?  How do you use it?  I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question.  It doesn’t matter what sort of survey you send out or (exactly) what sort of question(s) you ask.  I’m also limiting this article to a discussion about survey data per se.  There are tons of other sources of data that should be part of your broader Voice of the Customer (VoC) program.  But this is just about the data that comes from your surveys.  From those surveys, at the end of the day, you’ll likely be faced with two different ...
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Starting out—watching the ships  As a young girl growing up in the African town of Ceuta off the Strait of Gibraltar, Patricia Sanchez-Diaz, CCXP, became fascinated with global trade. From the window of her home or the comfort of the local beach, it was hard to miss the massive ships she could see traversing the strait as they carried their cargo to its final destination.  When it was time to apply for university, in a turn of fate, Patricia’s application for admission to study marine biology became lost in the mail. She studied business instead, and upon finishing school, began working at a port authority in southwest Spain, eventually obtaining a Master’s ...
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The phrase “kicking someone to the curb” usually means you’re so frustrated with the person in question that you don’t even want them on your property. While the pandemic has kicked pretty much all customers there now, it never seemed to occur to anyone that the curb could be a place you’d actually like to visit.  Over the past few weeks I’ve picked up books, clothes and a consumer electronics gadget via curbside pickup and the experience has almost always been the same. Not the actual process of picking item up, mind you — that’s all over the map — but the general atmosphere.  Store associates are almost uniformly grim. There is a sense that your arrival ...
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Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”?  I remember a client who used that to describe some of the interactions their managers would have with front-line employees as an example of the need for a professional communications course I offered at the time.  But aside from your partner or spouse or personal relations, it’s surprising how frequently we come across businesses that seem not to grasp the concept of simple politeness. As an example, in our current age of government-mandated safety and sanitary measures, we’re bombarded by dictates from governors, mayors, and county boards of health levying requirements ...
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You may have heard that CXPA has a new mission and vision , and that we aim to be a professional association that supports and celebrates the professional growth of its members throughout their entire career. In support of this mission, we’re introducing “On the Move,” a new initiative to shine the spotlight on CXPA members who are starting in new CX positions. This can include promotions, roles in new organizations, or other new career ventures as CX practitioners, providers, or consultants. "Celebrating and supporting CX professionals at every career stage are two of our favorite things at CXPA,” says Greg Melia, CAE and CEO of the association.  “A ...
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Happy New Year, everyone, and welcome to 2021! In line with the  mission  statement CXPA developed towards the end of 2020--“We support CX professionals to share, learn, inspire, and grow throughout their entire career,”--I am excited about the year ahead and our future together. I hope you are, too! I have never been big on New Year’s resolutions because I assess every day how I can be my very best self, but a former colleague posted something on LinkedIn that resonated with me: “Instead of New Year's resolutions this year, I have decided to set a one-word theme for the year. I have thought about what I want most from the next 12 months – how I want ...
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2021 New Board Members and Officers   CXPA is excited to welcome new board members and officers for 2021. We are proud to be led by a Board of Directors drawn from leading organizations across the globe, including 2021 Officers and newly elected Board members:    New 2021 Board Members Jayalakshmi Sudarshan, CCXP , Customer Experience Leader, Hewlett Packard Enterprise, India Mark Ratekin, CCXP , Global CX Principal Director, Confirmit Mark Slatin, CCXP , SVP Director of Client Experience, Sandy Spring Bank Roxie Strohmenger, CCXP , Vice President, Customer Experience Strategy, UKG (Ultimate Kronos Group) Stacey Nevel, CCXP , ...
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We hear all the time that hiring is destiny:  You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.  In fact, there’s an entire cottage industry growing around hiring for your support/services/sales teams to ensure you’ve got the right fit.  Once they’re in the door, we spend tons of time (and money!) explaining our processes and procedures to our new hires so they can make an impact right away.  We may enable them with some of the greatest technology, give them awesome benefits packages, and even stock the fridge in the break ...
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These days, it’s hard to find a company that doesn’t say it competes on customer experience. At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. What is the source of this gap between what companies say and what companies do? Reflecting on this issue, what follows are 10 explanations, which probably are by no means exhaustive. In no particular order, here are 10 causes of lousy customer experiences and tips to help address each challenge. Lack of commitment from the top . Lip service doesn’t cut it. Senior leadership has ...
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When companies say things like, “Satisfaction guaranteed, or your money back!” we all know there’s still one extra cost: whatever it takes to return the product for an exchange, refund or store credit.  In some cases, especially recently, that cost has involved shipping the product back to whatever brand you bought it from online. A few merchants have made this a little easier by including return shipping labels, or sending some after the fact. Even when returning the product doesn’t cost money, however, there is time and effort, both of which are in short supply for almost everyone right now.  That makes a recent trend reported by the Wall Street Journal ...
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I wrote recently  about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions . Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another. Usually, there’s a note pinned to it alerting us that it’s not to be used. To some degree, I’m sure the team member whose job it is to put that sign on the equipment considered his job ‘done.’ The person whose job it is to fix it? That’s another story. Anyway, the punchline of these and other similar experiences is that Customers aren’t as interested in hearing about why their experience ...
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Are you passionate about CX in Higher Ed? The Customer Experience Professionals Association has launched a community initiative to develop a list of all  institutions of higher learning that offer Customer Experience programs, courses, certificates or degrees. The first phase in this project relies on the knowledge of the community, so please take a few minutes to complete a survey entry for each college, university or higher education institution that has a "Customer Experience" offering of which you are aware.  Complete Survey Here 2021 Innovation Award Volunteers Needed The ...
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I’ve written  about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.  Of course, it’s not fair to pick on CES, as I’ve written in other instances , even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions). But specifically, when it comes to Effort (or, as I sometimes will call it, “hassle”), I remember a wise Process Engineer who used to work for me once noted:  “we’re defining ‘hassle’ from our own perspective.”  And he was correct to point it out in that instance.  I wonder:  Are you doing the ...
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I’ve always been a customer experience (CX) professional and advocate. So when my CEO approached me to take on the role of corporate strategy and Chief of Staff, I was immediately intrigued. How would my CX skills and background translate to corporate strategy? What would that mean for my role and passion in driving the customer agenda forward? Corporate Strategy and CX At its core, corporate strategy requires taking an enterprise approach to strategic decision-making by looking across the business at ways to create and maximize consumer and shareholder value. The more I thought about it, the more synergies I saw between strategy and CX. When you work ...
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Just think of John Roderick as a business and his daughter as a customer and it’s pretty easy to understand why ‘Bean Dad’ went viral on social media.  Over the weekend, Roderick — a podcaster and musician —  posted a thread on Twitter  about how he had asked his nine-year-old daughter to make a can of beans. He didn’t offer any support, other than to direct her to a can opener.  She struggled to get the can opener to work. For  six hours .  Besides making her go hungry, Roderick documented her difficulties (“Eventually she collapsed into a frustrated heap,” “By now we were working on anger management, and perseverance too”). The story was clearly ...
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Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter.  The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me.  It’s mostly anecdotal but I feel the vast majority of those instances were travel-related.  It may be because that’s all I think about these days, what with the world shut down.  But if I remember correctly it usually had to do with people otherwise having issues checking into a hotel or in-the-moment flight cancellations and such.  The scenario usually went somewhat like ...
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There is a big difference between a customer’s experience and their memory of that experience:  this has a huge impact on how you design and measure your CX activities. Customers don’t choose your product or service because of the experience they had; they choose it because of the experience they remember. Creating great memories is critical to building customer loyalty. Professor Daniel Kahneman, the Nobel Prize winning psychologist and economist, describes the difference between experience and memory in his  TED talk: ‘the riddle of experience versus memory’ . Professor Kahneman explains that we all have two selves: our experiencing self that lives in ...
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Happy New Year! Office Closing Reminder  Our team wishes all of our members, sponsors, and supporters a very happy New Year!  In observance of the holiday, our o ffices will be closed from December 31st - January 1st . Coming Next Week CXPA RTP Course: CX Metrics & ROI/CCXP Prep by Lynn Hunsaker When: Thursday, January 7th, 2020, 2:00 PM to 3:30 PM EST More Information   Live with CXPA: CX Authority--How to Show It and Grow It When: Wednesday, January 6th, 2020, 10:00 AM to 11:00 AM EST More Information CXPA Topic Guide: ...