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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!” ...
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...
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...
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...
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...
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...
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....
Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is...
The US CXPA Insight Exchange in Phoenix proved to be a phenomenal place to relax and gain some awesome CX best-thinking in a beautiful setting! We were able to connect with our “tribe” and continue build our community of personal and professional cheerleaders and champions. The connections we...
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What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering...
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