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Leaders: Are You In Love With Your Own Ideas?
I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the clear version of Pepsi that he developed in 1992 when he was Pepsi’s Executive Vice President of Marketing and Sales. The thinking behind creating Crystal Pepsi was that, at the time, colas were losing market share to clear drinks, so let’s develop a clear drink to compete. Hey, why not?
Earned Growth: Linking CX to Business Outcomes
The Net Promoter System evolved once again in late 2021 with the addition of Earned Growth, an account-based metric. But what is it? Why was this update needed? How can B2B organizations measure it? And how does it link to business outcomes?
Mapping Your Customers’ Support Experience
In this post, I’ll guide you on the path to journey mapping success, to ensure that the journey map becomes the catalyst for change that it is meant to be. It’s an abbreviated version of my six-step journey mapping process.
Journey Mapping Your Way to Support Operations Success
How do you ensure that the experience with the contact center, regardless of channel, is a good one? There’s a powerful tool and process to help you understand the current state experience, provide insights into what’s going well and what’s not, and guide you in redesigning the experience of the future: journey mapping.
Successfully Continuing Remote/Hybrid Work in the Contact Center
According to Gartner, 70% of contact center agents want to continue to work from home. At the same time, 81% of contact center leaders believe that as much as 80% of their employees will primarily be working from home in two years. The benefits of working from home are huge, for both employees and for the business.
Improving the Employee Experience to Improve the Customer Experience
The employee experience is mission critical to delivering a great customer experience – and your employees get it. They know what they need in order to deliver a great experience for customers – and it’s not always just training. You need to take a look at what you’re doing to ensure they have what they need before customers can have a great experience.
How Can You Kickstart Your Customer Experience Program?
If you’re not yet focusing on the customer experience with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gear! Customer expectations are higher than ever and evolving. You’ve got to get ahead of that!
There are often challenges to getting a customer experience program off the ground in any organization, so let’s overcome those and get moving.
But first, what is a customer experience program?
Linking Employee Engagement and Performance
I always say that no one comes to work wanting to do a crappy job. We all want to bring our best selves to work and give our best. But in order to do that, in order to unleash our potential and do great work, we’ve got to experience that confluence of circumstances that lead to engagement.
CX Journey™ Musings: A Tale of Two Employee Experiences
One of the critical components of a great employee experience is leadership – specially, leadership who cares about employees. If leaders don’t care about employees, then why should employees care about the business? Imagine the employee experience if that was the case, if leaders cared about employees, their families, and their well-being! And measured success by how they touched their employees’ lives! A little humanity and humaneness would go a long way.
CX Journey™ Musings: How NOT to Ask for Feedback
If you’re truly looking for feedback, if you really want to hear what your customers think, you’re sending the wrong message if you aren’t making it easy for them to offer their feedback.