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Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them. Customer-Centric Examples How well did we help you meet your needs? may be a better “ultimate question” because you can infer that people who felt their needs were met are likely to recommend your brand. What’s on your wish list toward meeting your needs? may be much more fun for customers to answer than typical rating questions that are in essence like a teacher issuing a report card ...
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The HippocratiCX Oath

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The Hippocratic medical oath of ethics and the most fundamental principle of CX are essentially the same: first do no harm. This defensive posture doesn’t sound nearly as sexy as postulating a code about healing the world or making certain that every customer everywhere is always delighted. But the most basic tenet of both medicine and CX is risk mitigation and risk management. And both fields face the same two basic mitigation/management challenges: Minimizing the likelihood of the occurrence of risk events and Reducing the adverse impact or consequences when risk events occur While two sides of the same coin, these are different activities ...
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Human psychology is exactly what it is,  human . The cocktail of hormones and emotions has been brewing since the dawn of evolution. The basic ingredients – the need to feel valued, accepted and appreciated for what we intrinsically are, has not changed. On one end we have some who wants to serve to be able to meet this need, while at the other end, we have some who wants to be served. Both these are powerful instincts that drive behaviours in a variety of settings. More so, if there is a hierarchy involved, like in organizations. As we go higher up the corporate ladder, we become associated with power. Whether we like to capitalize on it or not, is a whole ...
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Get CX Mentorship Now! Sign Up as a Mentor or Mentee Today     The CXPA was founded to create a safe space for CX professionals to gather, network, ask questions, and learn from each other. There’s no better way to do just that than by participating in our Mentor Match program. All members are welcome to participate as a mentor and/or a mentee, and joining  Mentor Match  is easy. Simply fill out a brief profile to enroll in the directory of your fellow mentor/mentee participants, then mentees are encouraged to view the profiles of available mentors and approach ...
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Raising the Bar Our CXPA team began 2020 with a compelling goal—to create and curate content that connects CX professionals around the world and empowers them to overcome obstacles and drive customer-focused change within their organizations. As a by-member, for-member association, CXPA has long benefitted from an engaged tribe of thought leaders who regularly write posts on cxpa.org as well as on their personal or company blogs, and we knew that we wanted to showcase and elevate their work to the larger community. We also knew that there are many types of CX professionals with different content needs—from those working cross-functionally within their ...
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We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak.  We talked about this   in a recent podcast.   Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate.  In times of trouble, it is best to start a dialog with your customers. Moreover, it is better to over-communicate rather than under-communicate. Much of the problem in the current crisis is uncertainty. Communicating with your customers will not reduce the global uncertainty around the health crisis. Still, it will provide some ...
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Originally Posted on LinkedIn In these unprecedented times, shouldn’t we, as CX professionals, guide our companies to serve our customers in a new way? Yes and no… As I sit in my (very tiny) apartment in San Francisco under a shelter-in-place order , it is hard to think of business as usual. However, when it comes to serving our customers, it is more important than ever to get the basics right- although, maybe the way we approach the “basics” has changed. What do I mean? For me, I always turn to Forrester’s “three E’s”: effectiveness, ease and emotion. Typically, we start with making sure our product works and customers can use it- or get support- in ...
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People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal. Averaged over the whole period, that’s about six attacks per year, one of which is deadly.* It’s a remarkably small number given how much headspace it takes up for all of us. We fear sharks killing us, even though the amounts are objectively small. The Availability Heuristic The reason ...
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Note :  below is not your typical blog post about working remotely!  Read on, and learn how to adapt your in-person meetings / workshops / training to being remote friendly and highly productive! As CX professionals many of us are already a jack of all trades and are highly adaptable to changing situations and scenarios.  Now is the time for us to roll-up our sleeves (again!), be vulnerable and adapt our processes, expand our toolbox and be more open than ever to trying new approaches / techniques / tools. I've gotten questions from friends and colleagues about how to shift gears and turn in-person workshops into remote collaboration sessions.  As ...
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Our Popular Member Benefit is Now Open     The CXPA was founded to create a safe space for CX professionals to gather, network, ask questions, and learn from each other. There’s no better way to do just that than by participating in our Mentor Match program. All members are welcome to participate as a mentor and/or a mentee, and joining  Mentor Match  is easy. Simply fill out a brief profile to enroll in the directory of your fellow mentor/mentee participants, then mentees are encouraged to view the profiles of available mentors and approach them to begin a relationship. ...
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A recent thread on CXPA’s discussion forum revealed that CXPA’s members, like so many around the world, are feeling the impact of COVID-19—in their lives, their teams, and on their customers. Here are a few of their stories. Getting Creative in the Fight Against Cancer Kathy LeJeune is Director of Customer Retention at the American Cancer Society , a non-profit focused on eliminating cancer as a major health concern. The Society has suspended all of its Relay For Life fundraising events through mid-May, aligning with CDC recommendations against convening large gatherings. Now, focus has shifted to virtual fundraising. “Everyone has ...
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Hearing about Brad Smith’s career is like watching a Boy Scout collect merit badges—methodical, diverse, and determined. He started young with his first patch: an entrepreneurism badge, working at an aviation flight school in college and, by age 22, running the place with oversight of 17 employees.  “That's when I recognized that every “Inside-out” action of a business has an equal and opposite reaction in your customers, because you teach your customers how to treat you,” Brad says. “It's more about the culture and the experience, being real and authentic to who your customers are and what their passions are and making sure your employees meet and resonate ...
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The menu was full of options. I had finally decided to go for an ice cream sundae--albeit with a minor request to swap one scoop of chocolate for strawberry. After all, as a customer, it was a simple ‘like for like’ replacement. Unexpectedly, the reply I received was, "Sorry, we cannot do this. It will show up as a negative on our inventory--my balance sheet will show that we have used an additional scoop of strawberry ice cream instead of showing it as a simple swap of flavours, and I will be held responsible for this loss. If you would like to have it done your way, then please choose the ‘create your own/make it your way’ option, although this will be more ...
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We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast .  You All Want Growth One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI).   ROI is one of the areas the organizations are struggling with regarding their investment ...
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We have all been in line or on hold for  customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait.  Then, when our wait time runs long and our patience runs short we get cranky and think,  this  customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad? Because it’s Profitable .” To summarize, researchers learned that lousy customer service is not always the product of ineptitude on the part of the company but instead sometimes a deliberate strategy to save money. Long phone queues and poor response times ...
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Danielle Goodrum joined CXPA to find unbiased content to bolster her organization’s newly created CX program, but soon learned about the mentor match program--and made the decision to apply. As she evaluated potential mentors and assessed each one for compatibility, she had a strong sense of what was important to her. “I wanted to make sure that I had a mentor who was trusting enough to be open,” she says. “I think my biggest fear going into it was that I wouldn’t be able to have any applicable takeaways. And that was not the situation whatsoever from day one.” Danielle connected with Lauren Feehrer, CCXP , Founder and President at LoyaltyCraft Consulting, ...
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New Ebook: Guide to Developing CX Job Descriptions   Bob Azman, CCXP , and Immediate Past Chair of CXPA’s Board of Directors, prides himself on listening to the association’s members, and in 2019, he began to hear a repeated message: content was needed to help guide members during the job description development process for newly-created CX roles. “Our mantra is ‘the trusted source for all things CX,’” he explains. “As we looked at the ‘commoditization’ of CX titles across organizations, we knew we needed to declare what CX positions within an organization truly look like."   Learn more and download ...
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The Challenge Bob Azman, CCXP , and Immediate Past Chair of CXPA’s Board of Directors, prides himself on listening to the association’s members, and in 2019, he began to hear a repeated message: content was needed to help guide members during the job description development process for newly-created CX roles. “Our mantra is ‘the trusted source for all things CX,’” he explains.  “As we looked at the ‘commoditization’ of CX titles across organizations, we knew we needed to declare what CX positions within an organization truly look like.  Without a recognized source of knowledge, organizations were left to determine skill sets and qualifications on their ...
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Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth.   We explored FAEs  in our latest podcast  and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them.  WHAT IS AN FAE?  An FAE is a term that describes how we perceive our limitations and the motivations of others as well as how we attribute successes and failures. The FAE also explains how when we see shortcomings ...
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It's Time to Make Your Plans! See A Suggested Itinerary for Global Insight Exchange     Open your calendars and see if this  suggested itinerary   for  Global Insight Exchange  will work for you. We hope you will arrive in Orlando, FL in the afternoon with time to admire the sun and palm trees. Then enjoy 3 world-class keynotes, more than 40 phenomenal speakers and choose from approximately 50 knowledge-packed sessions. Don't miss your opportunity to gain CX knowledge from ...
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