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.

By posting to the CXPA blog, you contribute to advancing CX knowledge.  CXPA may share your post with the CX community through our online newsletter, social media, and other content channels.

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CX Day is a treasure trove of possibilities: thanking customers, engaging employees with customers, celebrating CX progress, raising awareness across your company of just what CX is and how you're driving CX performance, proclaiming your CX passion on social media, learning and sharing with peers of all types. I love it! My smile is ear-to-ear for the 24-hour period that begins as Australia wakes up to CX Day and we follow the sun around the globe with tons of fun online, etc.  This year we've experienced tremendous shifts with our customers, employees, technologies, policies, processes, and more. It's truly a turning point. Let's rise to the occasion, despite ...
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There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible: a history of use of a platform or programming language that’s longer than the language’s existence in the first place. There’s even been a mocking job posting put up with a cascade of similar impossibilities as requirements. But that led me to thinking: As I’ve written about before , I sometimes browse through job postings on LinkedIn and Glassdoor in the CX field. What I mentioned in that previous post was how disparate the actual jobs are that are all listed as “CX” in some way or another. But the joke about ...
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Celebrate CX Day 2020 CX Day is an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. The 2020 CX Day Celebration will be held on Tuesday, October 6th.  Want to know how you can get involved? CXPA has planned virtual community conversations, a CXPA Live Impact Award winners reveal,  virtual backgrounds to use on any virtual gathering and much more. Get all the details here .  Help Shape the Future of the CCXP Credential Would you mind taking 20 - 30 minutes out of your busy day to give ...
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Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most. Rating questions show your scores, but verbatim comments do the heavy lifting . Verbatims uncover what to change and for whom. They are the tools that enable you to improve. Since you’ve taken the trouble to write open-ended survey questions, you know that verbatim comments are where the meaning lies; they are your survey ‘gold.’ But are you getting their full value? Are you sure? ...
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When it comes to executing effective customer experience strategies, we spend a good deal of time gathering, analyzing, and executing on the voice of the customer.  We want to ensure we understand customer expectations.  We desire to build our products or deliver our services in alignment with those expectations.  Recently, there has been a renewed emphasis on ensuring we also focus on the voice of the employee in helping us create better customer experiences.  Both activities are integral to the successful execution of an effective CX strategy in your organization.  But there is one more.  We need to answer the WIIFM question – What’s in it for me?  The “me” ...
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Faran Niaz’s skills as an award-winning photographer have given him a unique vision and perspective as a global CX professional.   “Both photography and CX are creative arts,” he grins. “You get a chance to develop something that didn’t exist. You put a smile on someone’s face, and you feel proud that you did something, even if it was just a small change or a tweak. You created that and it makes a substantial difference for the customer.”   Zooming out, when Faran began his career in a banking call center in 1996, customer experience was known as customer service. As his career began to develop, he found himself drawn to the role of a change management ...
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Webinar title: Building a CX  Business Case for Your CFO You need to create a business case for your CX team and present it in a few weeks' time to your CFO and other key stakeholders. On the one hand, you know that your CX team has earned back its investment many times over in the form of increased customer satisfaction, customer advocacy, and lifetime value. On the other hand, you’re struggling to aggregate all of the right data and present it in a way that speaks to two of your C-suite's main concerns: saving money and increasing revenue. Without months to calculate a dollar value for each CX win, you’re worried that your team’s future ...
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Celebrate CX Day 2020 CX Day is an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. The 2020 CX Day Celebration will be held on Tuesday, October 6th.  Want to know how you can get involved? CXPA has planned virtual community conversations, a LinkedIn Live Impact Award winners reveal, prepared virtual backgrounds to use on any virtual gathering and much more. Get all the details here .  Help Shape the Future of the CCXP Credential Would you mind taking 20 - 30 minutes out of your ...
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The end of summer is always a time of reflection for me – typically while enjoying favorite places, often on a sun-filled beach. Like so many things, the end of Summer 2020 is different, but the show must go on. As I prepare to work with the CXPA Board and staff on plans for 2021, I am filled with gratitude and pride for what the CXPA community has accomplished in the past 12 months – and filled with curiosity and excitement about the year ahead. Please read this summary and then add your voice to the conversation to help inform CXPA’s future. Networks I wrapped up Summer 2019 with visits to the Columbus and Toronto CXPA Networks. These visits affirmed ...
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I’m a big fan, as you know, of negative feedback.  I suggest that CX professionals be greedy for negative feedback.  Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them.  Fortunately, there’s rarely a shortage of such inputs.  So what do you do with this feedback?  There are three ways in which you should be using every negative piece of information you receive from your Customers, regardless of the method of transmission: Fix the current issue Especially for open cases where the Customer is waiting ...
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Interviewing customers requires skills that can be learned, honed, and mastered. Better skills = better results. The deepest insights spring from sincere conversations with customers about their experiences. A skilled interviewer creates these conversations. Great customer interviews: Uncover quality customer insights to focus your strategy Identify unknown customer problems that fuel innovation Discover your customers’ feelings about your brand that impact their loyalty Bad customer interviews: Validate your own opinions instead of uncovering new learnings Confirm your unconscious biases instead of illuminating them Frustrate you and ...
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by Colin Shaw   Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust.  It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1. Remember that trust is earned, not given.  A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell! He’s right!” As a rule, we don’t start off trusting people in general, especially businesses. We believe that companies are always ...
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As we all know, the customer experience (CX) is a competitive differentiator and ultimately helps organizations to increase retention, acquisition and generates top and bottom-line economic growth. According to the Adobe digital trend 2020  report , 20% of marketers say  capitalizing on customer experience is the most exciting opportunity for their organization. However, is it possible to apply traditional  CX  efforts to any complex stakeholder organization, for instance, a free-trade zone or even a city? That’s where “the Meta Customer Experience  (MCX) ” comes into play. Is it possible to apply traditional CX efforts to a free-trade zone or ...
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Many decisions that we make in life are subjective, without a "right answer." We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don't provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions. It's called Focalism, and it's a significant reason why we sometimes make mistakes.  We discussed Focalism in a recent podcast and how it works in our decision-making. One of the ways you can avoid making mistakes ...
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Professional business certifications have been around for years. They exist for quality improvement, change management, project management, and numerous technical systems and applications. Employees use them to provide evidence of hard-earned skills and capabilities that can be leveraged into promotions and new jobs. Employers like them because they provide independent “proof” that someone can actually do what they claim without having to conduct their own testing. Within the customer experience field, there are a multitude of certificates, degrees, and diplomas all claiming to “Make you a Customer Experience Expert”. The Certified Customer ...
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Offices Closed September 7th  The CXPA Headquarters office will be closed on  Monday, September 7th  in observance of Labor Day. We will return to our normal schedule on Tuesday, September 8th. Thanks for your patience to any inquiries or questions. Save the Date! CX Day is Tuesday, October 6th Is CX Day on your calendar on Tuesday, October 6th? We can't wait to celebrate with you! We look forward to bringing everyone together to celebrate and recognize the Customer Experience industry. Stay tuned to learn ways you can be involved in this special global celebration.  ...
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There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding.  One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether.  A company that determines its goodness or place in the lives of its Customers based simply on what they produce or do is missing a bigger piece of the puzzle:  Why a Customer should care in the first place. It has repercussions on the ground:  If you make men’s shoes, that’s great.  But your brand and your vision ...
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Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship between companies and their employees. So now more than ever, companies need insightful employee satisfaction metrics. Employee satisfaction metrics show managers how they can keep everyone safe, which technologies to invest in, and what hours to stay open. Furthermore, since no one knows your company better than your employees, employee satisfaction metrics are ...
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Have you ever been in a training where your mind just....wanders?  Where you cannot remember how you got to the point you're at?  It's happened to all of us at some point.  Now think back; was there ever any attempt made to pull your attention back to the topic at hand?  How could that have changed what you actually paid attention to?  Do you think you would have held onto that information any better?  When your customers sign up for a training hosted by you, they are looking to capture a certain level of knowledge.  Anyone can instruct someone how to do something.  However, just telling someone how to do something doesn't guarantee they'll retain that knowledge.  ...
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As I was reading a sales advice article today, the author's warning to avoid "focus on making the number" reminded me of the ways "score focus" limits customer experience progress.  Focus on 'making the number' for sales is a source of many customer experience headaches: Price incentives may increase mercenary customers Discounts for new customers make existing customers bitter (creating hostages and defectors) Shortcuts can weaken relationship-building  Rush to close the sale can gloss-over info and needs (extra burden for service and success teams) All of the above can dilute positive word-of-mouth and customer lifetime value ...