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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...
A potential client contacted me a while back and was inquiring about my framework. If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process...
CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. This may be more prevalent among newer companies, but it’s generally universal. Your...
Z-Z-Z-Z-Z . . . That is the sound of many CX programs. Capture scores. Report scores. Celebrate or commiserate. Repeat. Face it: for many firms, CX is little more than a score-keeping activity. Mired in their legacy work and unwilling to make changes, programs have become lethargic,...
You’ve heard this before, right? “Due to current circumstances, we’re experiencing longer-than-usual wait times.” Those “circumstances” can vary. Over the past twenty months, of course, it has been Covid-19. Sometimes it’s the holidays. Sometimes brands stiff-arm you without even giving you...
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...
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