I’m honored that the customer experience community (and beyond) has embraced the book, and several people have invited me to be on their podcasts to talk about the book. I appreciate their help in getting the word out and letting me tell the story behind the book. In this post, I share a list of interviews I’ve done in the last couple months about the book. Hope you enjoy learning more about it!
What is a 360-degree view of customers? Why do I call it elusive? Why is it important to have? How do you create a 360-degree view of customers? I answer those questions and more in this article!
As we wrap up the year and the decade, I’m jumping on the countdown bandwagon and sharing my top 19 posts of 2019. It seems that hot topics this past year were journey mapping, customer-centricity, employee experience, and culture… among others. I have no doubt that these will continue to be hot topics in 2020 and beyond!
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success. There are many different customer...
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don't just ask customers about the experience in surveys,...
That’s not too much to ask from Santa, is it?! Well, good thing Santa has a little helper elf to set you on the path to achieving customer understanding. Customer understanding is the cornerstone of customer-centricity. You cannot design a customer-centric business without bringing the customer, and especially your understanding of customer needs, pain points, problems to solve, and jobs to be done – into your day-to-day operations.
Google the term “experience management,” and you’ll find as many definitions as colors of the rainbow, and then some. Here’s just a smattering of some of those definitions. But what does it all really mean?!
In this guest post, Vaishali Gopi of Freshworks shares a couple ways to use data to reduce fiction and deliver better customer experiences.
Communication is a critical tool to secure employee buy-in and adoption, and, especially, to educate employees about the ongoing changes that lie ahead. What questions do they have? What should you consider as you prepare your communication plan? (You have a plan, right?!)
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. If you’re planning to attend, I’ve also included my code for a 20% discount!