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Feedback Maps: Inventory and Make Sense of Your VoC Data
Today’s post is an excerpt from my book. I write about how an why to create a feedback map.
5 CX Questions Mystery Shopping Can Answer
Mystery shopping is a powerful tool to help you understand the experience that you’re delivering for your customers. In this guest post, Linda Taylor of MattsenKumar shares five questions that mystery shopping can help to answer.
CX Journey™ Musings: Hiring for Culture Fit
In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited that hiring for culture fit destroys things like diversity, creativity, and innovation. In this post, I share my thoughts on this topic.
Customer-Centric Culture Means Employees First
At the end of the day, your business focus has to be on the people who drive your business—both employees and customers (and vendors, partners, etc.). There can be no customer-centric culture without focusing on your employees first. So, really, it’s all about the people; perhaps to simplify this we should just refer to it as a people-centric culture.
Do Customers Really Want to Be in Control?
“Customers are in control.” Why is that a headline these days? What’s easy, convenient, or effortless about being in control? What do customers really want?
CX Journey™ Musings: In the Name of Humanity…
I came across a video recently that was part of a social media campaign by GS Caltex, an energy firm, and has been shared and reshared by many call centers around the world. It’s a really sad statement about humans when it has to come to this, but it has/did.
8 Important Questions to Answer to Start Down the Path of Customer-Centricity
Today's post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make no...
Journey Mapping Definitions Bring Clarity
Today’s post contains an excerpt from my first book, which is now available on Amazon!
The “New” Purpose of a Business
CEOs from 181 corporations signed a statement on the “purpose of a corporation” last week. In this post, I share my thoughts on that, offer up some next steps for the CEOs, and question why it took so long!
Linking Behaviors to Core Values
Have you linked your core values to acceptable or desired behaviors to help employees understand what they mean? And then linked those to outcomes for the business? If not, you ought to. Here’s how!