Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me..” and ends with a “They just
The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I
Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your
Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations will become so high that it will be
What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds
Ever hear of a “stop doing” list? “Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on.
ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. And there can certainly be natural conflicts of
The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to
Success Relies Upon Customer Trust When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Which brand
It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results. What
Oct 2019