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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...
“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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This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience. I introduce the concept here , and parts one and two are here and here , respectively. In this installment, we’ll consider the value that considers Customer collaboration...
This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience. I introduced the concept here , and part one is here . Let’s jump right in to the second value, as articulated in the Agile Manifesto and...
One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy. I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field. One thing that I took to...
Got it made with loyalty programs, voice-of-the-customer, first contact resolution, and CRM (customer relationship management)? Get a close look at the cost-benefit ratio, and an even closer look at the portion of those costs incurred to deal with your company’s and partners’ mis-steps that...
As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of...
Sometimes it seems like everything has changed in the world of customer experience. But some things will never go out of style. At the onset of the COVID-19 pandemic, customer behavior and expectations changed almost immediately. Teams of employees that once worked together in the office...
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