This post was originally published on LinkedIn and can be found here . Recently I attended a middle school assembly at which my daughter was recognized for academic achievement. I was seated with other proud parents at the back of the auditorium while the students were seated up front,...
The following post originally appeared in International Business Times. In many ways, the pandemic forced people across the globe to build their sense of patience. While quarantines were imposed, people stayed indoors and waited for the world to open up again. However, now that retail,...
“Return to normal” CX strategies are business performance quicksand. So much has changed in success criteria for employees and customers! Forrester's 2022 CX Index reports a return to early 2020 CX quality levels, reversing 2021 gains. In fact, 20% of brands have lower CX quality now than a...
“Mrs. Jone s,” a long-term customer, had just lost her husband after 54 years of marriage. To express condolences, the banker who knew the couple wanted to buy flowers. Unsure about whether management would be pleased or frown on the idea, he opted to pass. Upon hearing this story, the CEO of...
Customer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. These 3 stakeholder groups are the engine your organization relies upon for growth. Customers provide funds for salaries, budgets, and...
In baseball, every player is essential to winning a game. Poor performance in any team role can reverse previous gains in a game. This is true in customer experience (CX), employee experience (EX), and partner experience (PX). Poor performance in any role within a company can reverse previous...
This is the first article in a three-part series exploring what elements companies need to develop a comprehensive customer strategy, as well as the common organizational gaps or challenges that can get in the way. This article originally appeared on CustomerThink ( link ). Investing in...
PX. UX. EX. XM. SX. How many different “X’s” can you name to describe the experience you want for your customers? We seem to have gone overboard in our efforts to include every type of experience ever thought of in modern times. Aren’t we all, customers? Aren’t we buying products or requesting...
If you follow my ramblings, you’re aware that I approach CX differently . Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and...
“Payin’ with lovin'” seemed like a clever twist on McDonald’s advertising theme, “I’m lovin’ it!”. In a Superbowl ad, the company announced its random selection of customers to pay for purchases with “random acts of love”, from the big game day through Valentine’s day. Yet, stories abound about...
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