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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Its menu boards have often noted that “smiles are free,” but McDonalds this week has joined the brands who are formally recognizing that an outstanding customer experience requires a significant investment in the right leadership and talent.  Just days before announcing its second quarter results, the quick service restaurant (QSR) giant said it was bringing four different departments together into a single customer experience team that will work across the entire organization. It also announced the promotion of one of its executives to a chief customer officer role.  In a sense, the moves help articulate McDonald’s vision of how effective CX in fast ...
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Nope, there is no typo…I do mean Sensei. According to Wikipedia : Sensei, Sinsang, (Sonsaeng/Seonsaeng equivalent in Korean) or Xiansheng (先生) is an honorific term shared in Chinese, Korean, and Japanese honorifics that is translated as “person born before another” or “one who comes before”. In general usage, it is used, with proper form, after a person’s name and means “teacher” Important to note “one who comes before” and “teacher”. Most of you would agree, that Customer Experience is the impression your customers have of your brand through the sum of their interactions with your products or services. These interactions could be of various ...

Awesomease

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Does your team speak Awesomease? Never heard of Awesomease? 🤔 Well, here you go then…  Every now and then we all experience a product or a service that puts your mind at ease by simply being awesome. We love the experience so much, that we go around town talking about it. We share it with family, friends, colleagues, social network, and our pets (Who doesn’t talk to their pets?). I call this interaction language “Awesomease”. A language every customer understands and appreciates naturally. I would be preaching to the choir if I said, a great experience leads to a boost in loyalty levels, improved customer satisfaction, positive behaviors, ...
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At the beginning of the pandemic, amongst the barrage of COVID-19-related emails I received from various companies (Hello, “unsubscribe”), one stuck out as noteworthy: an email from my mortgage company titled “ Important Coronavirus Information about Your Loan ”. Curious, I opened it, only to find the information largely flat and irrelevant: “ During these unprecedented times, we are here to help. There is no change to accessing your loan information online, and automatic payments have not been disrupted.”  An email about payment options for financial hardships would certainly have been informative; an email stating that there was no change to the process – much ...
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Muneera AlSunaid had never heard of a certification in customer experience (CX) until she was in a 2017 interview with the COO of the largest insurance company in Saudi Arabia. In the meeting, the impressed executive urged her to apply her knowledge toward obtaining the Certified Customer Experience Professional (CCXP) credential, saying it “was the most-known certification” and would gain her more recognition and respect at a time when the kingdom and Saudi companies were eager to hire skilled CX professionals.  AlSunaid—now head of customer excellence for the Council of Cooperative Health Insurance in Riyadh--immediately adopted that goal. After researching ...
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Celebrate CX Day Tuesday October 5th   Each year the worldwide CXPA community, companies and CX advocates host events to recognize and celebrate the importance of customers, customer experience, and customer experience professionals. Everyone is welcome to celebrate CX Day! We look forward to celebrating with the CX industry around the globe. We are excited to celebrate together. Please submit this form to share how you plan to celebrate CX Day. Livestream Events Live with CXPA: Creating Meaningful Connections at Every Touchpoint Thursday, July 22, 2021, 2 PM ET  More Information ...
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Oops, we did it again! We’re solving the wrong problem with employee workplace experiences.  When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers.   Some restaurants simply took their in-person menus and put the food in a Styrofoam box.  Others, the more customer-responsive and “design-thinking” ones, re-vamped their menus and created meals that would travel well and re-heat to reflect in-person dining.   This is at the core of design-thinking – not simply trying to revamp an established approach but re-thinking it to align to customer expectations that changed overnight. Like ...
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A fundamental truth that shapes how employees behave at work is  People do what is measured, incented, and celebrated . So, if your organization is struggling to understand why it isn’t delivering a better customer experience, it might be time to review what metrics get the most attention and how employees get recognized and rewarded. If you find yourself among the organizations that haven’t fully aligned employee recognition and rewards to your customer experience (CX) goals, it’s time to create an environment that reinforces the behaviors employees need to demonstrate to keep your customer promises every day. To get started, here are some tips are drawn ...
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If you listen to some CX firms you’d think that their tools/platforms/approaches are panacea cure-alls for everything from the common cold to revealing the meaning of life. I don’t know if they are smoking their own dope or just think that the rest of us are plain stupid. Take, for example, these claims from a well-known CX vendor: “turn customers into fanatics products into obsessions employees into ambassadors and brands into religions” I appreciate that marketing and advertising often resort to hyperbole (dare I say exaggeration?) to make their point, but the chasm between the vision and reality must be plausible. I know this won’t get me main-stage ...
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A Fond Farewell July 22 will mark a bittersweet day for CXPA as we say farewell to staff member Derik Iverson. For the past four years, Derik has been a friendly presence supporting members across the globe. CXPA leader Anita Siassos, CCXP writes, “Derik’s infectious energy and authenticity has been instrumental to building the global community spirit, resources and tools that exist in the CXPA today. Derik is a reminder of what it takes to be an Empathetic Human”. During his CXPA tenure, Derik has developed new skills and an enhanced interest in the digital aspects of customer experience which he will leverage in his new role supporting ...
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As the saying goes, if you don’t know where you are going, then any road will get you there. Or to put it into a customer experience (CX) context – many CX roads will get you to many different destinations. Best-in-class, CX-oriented companies have a clear definition of their customers and the intended customer experience to be delivered – their Customer Experience North Star. Defining and launching your North Star can stir up a lot of great energy and lead to valuable communication efforts - from physical materials such as cards, desk swag, and posters, to digital formats such as online training, engaging websites, and customer stories. But what happens  ...
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CX Technology Partner Highlight   CXPA knows that choosing a CX technology partner is a critical decision and a major investment. This video   highlights how providers of CX products and services bring value to CX teams. Check out how Quadient's Inspire Evolve platform helps improve customer communications. Join Our Member Listening Session July 21   CXPA members are welcome to join our member listening session on Wednesday, July 21st. The past 18 months have radically impacted CX, EX, and the CXPA. In these listening sessions, members are invited for a conversation together with fellow CXPA ...
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“Who wants to start?” I ask. “He’s older,” laughs Stephanie Linville, CCXP. Her husband Brad Linville, CCXP, agrees. “I started my career first, so I should probably go first,” he says. His CX journey began 30 years ago when he joined Indianapolis-based Walker Information in the early ‘90s. At that time, even though CX wasn’t CX as we currently know it, Brad was still thrilled to build on his graduate school foundations and examine how to make customers’ interactions with organizations better. “I worked in a group that was then known as customer satisfaction measurements,” he recalls. “Even then, the idea went beyond market research to the question of ...
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If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you:  Depending on your business and/or your business model, it’s just plain dumb. I’ve always been skeptical  of the overwrought overthinking of the overpromise of what the subtleties of the Net Promoter System’s insights are supposed to provide:  That those enthusiastic promoters of your brand are more likely not only to recommend (as they’re literally asked) your brand, but also to come back themselves and spend more money with you.  It’s not that that doesn’t generally make sense.  It’s just that:  Why all the convolution?  As per Cosmo Kramer , if ...
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Want us to celebrate your career accomplishment? We want to hear from you--just fill out this  form . Here are some CX pros who were on the move in June: Top Row, L-R: Yasmin van den Hoven , Customer Experience Manager, Builders Cassie Wilcox, CCXP , Sr. Director, CX Advisory & Research Services, Medallia Nancy Ortenburg, CCXP , Director Customer Experience, Legal, Thomson Reuters Second Row, L-R: Carlton Gajadhar , Project Manager, Barker Langham Daniel Brousseau , Sr. Director, Solutions Principal--Financial Services, Medallia Manfred Maier, CCXP , Customer Experience Manager, IONITY CXPA would also like to welcome the newest member of ...
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“I’m sorry. We cannot meet the availability date that we promised you.” These are words no one wants to say. However, due to business process failures or unforeseen external factors, every business will eventually face being unable to deliver on customer expectations that they had agreed to meet.    So, what can you do to prepare for these situations?  1) Don’t make promises you cannot keep and 2) be better than your competitors at responding to failures when they occur. For more help, let’s review some specific tips to consider: Tip #1:  Customer expectations are best managed by not overpromising what you can deliver and increasing the risk of failing ...
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CXPA 2021 Innovation Award Winner   The Innovation Award honors the work of professionals and their organizations for working to drive customer-focused innovation. For our purposes, we define innovation as the implementation of creative ideas in an effort to generate a better customer experience. CXPA is proud to announce Schneider Electric as our 2021 winner. Hear Philip Morris Customer Experience Manager, first thoughts, words and reaction to hearing this exciting news here . Launching: New Account Portal  We are currently making updates to our account portal that will include enhanced features. The ...
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Okay, so this is going to be controversial.  Scandalous, even.  But I’m going to come right out and say it: Please stop with the KPIs.  Just quit it already. Whether you’re using NPS, C-SAT, CES...whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why:  Because you’re not getting anything out of it.  Not out of your top-line metrics, at least.  If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.  That’s awesome, and I’m sure the entire leadership team is ...
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CXPA Celebrates Pride Month   CXPA's 2021 Board Chair Barbie Fink, CCXP, shares her favorite quote from the poet Audre Lorde, and explains why Pride month is so personally meaningful in this video . CXPA continues to celebrate and recognize June as Pride month. Hear thoughts from our members and Board on how the association celebrates strength in diversity in this video . Also, please see how you can join our diversity and inclusion efforts here . Launching: New Account Portal  We are currently making updates to our account portal that will include enhanced features. The new portal will provide added ...
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Emotions play a huge role in the overall customer experience. Many would argue that emotions are really the foundation of the experience and drive advocacy and future purchase decisions. I’m fully on board with that.  So the question then becomes, “What do you want customers to feel as they interact or transact with your brand?” And yet you can’t answer that without asking, “How do customers want to feel as they interact or transact with your brand?” Slight nuances, but it’s outside-in and customer-centric thinking that rules the day. Consider both scenarios, as they are both important.   Where am I headed? Well, let’s start with a definition of  customer ...