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If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets. Perhaps you’ve got a niche in a particular type of widget or a certain feature. Likewise, if you’re a service provider and you have perfected a certain sort of experience in...
Many organizations now appoint Chief Customer Officers (CCOs) with the goal of continually improving and delivering a better experience for customers. While well-intentioned, this experiential and journey-level focus does not go far enough. Organizations often focus on transactional customer...
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May I offer a modest suggestion about CX? Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or...
This post will be published in the weekly newsletter and website of 360 magazine but appears here first for the benefit of CXPA members. Some people who take the top job in a company begin by conducting interviews with journalists who profile them about their vision and strategy. Many...
Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who,...
Its menu boards have often noted that “smiles are free,” but McDonald's 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...
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...
“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...
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...
Despite what industry experts may profess, customer experiences aren’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. What...
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