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The Five Rules for Affecting Real Culture Change

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don't change your culture, they won't work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty...

Colin Shaw's profile image

Blog Entry
Engendering a risk-taking culture

Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an organization is to foster and encourage creativity and curiosity. That’s surely a good start, but where the rubber really meets the road and...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Building a Customer-centric culture

Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process...

Nicholas Zeisler,CCXP's profile image

Blog Entry
To Improve CX in Unusual Times, Stop Writing the Usual Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” ...


Blog Entry
Do You Trust Your Customers?

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That...

Nicholas Zeisler,CCXP's profile image

Blog Entry
"Treat your employees right" is more than just 'feel-good' rhetoric

The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they're...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Former NFL Coach Daron Roberts Shares the Playbook for Developing Empathetic Leaders

Daron Roberts has a mantra that he preaches to his organizational clients and his social media followers: “Stay in the deep end.” The connotation is simple—life’s deep end can be scary, but that’s where growth and change happens. But, as Daron knows, simple to understand does not equal...

Gabe Smith,CCXP's profile image

Blog Entry
CXPA Member Spotlight: Stein Broeder and Building a Customer-Centric Culture at Microsoft Advertising

Stein Broeder has long been aware of the impact that powerful experiences can have on customers. “Just as a person or consumer, I’m impressed by companies that have done it well,” Broeder says. “And I’ve noticed the impact it has had on me from a brand loyalty perspective.” In his role as...

Gabe Smith,CCXP's profile image

Blog Entry
Are customers part of your plan? Then make them part of your planning.

Strategic planning is critical to every successful organization, on multiple levels. No matter if planning activity happens in an overarching, organizational sense, or in team- or client-specific scenarios, leaders have to make important decisions toward achieving a desired future business state...

Stephanie Thum,CCXP's profile image

Blog Entry
Conversation Starters: Promote Customer Thinking Without Preaching or Jargon

One of the things I really like about being a consultant now after having been in the trenches for four years as a federal agency customer experience leader is coaching people on how to socialize the concepts of customer experience as a management discipline within their respective agencies....

Stephanie Thum,CCXP's profile image