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Finding Your Who
Simon Sinek popularized the concept of finding your Why, but Seth Godin talks about finding your Who. Be sure to watch the video in this post to get his thoughts on this topic.
Building the Business Case: No Pain, No Gain
One of the most-commonly requested needs - often as a result of CEO/executive asks - is to build the business case for the business to focus on the customer experience. (It's painful just to write that without thinking about this open letter to CEOs, excerpted from my...
CX Journey™ Musings: Which Comes First, Expectations or Performance?
Which comes first – expectations or performance? A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. But then I got pushback…
CX Journey™ Musings: Ride for the Brand
What is a brand? And what does it mean to ride for the brand? As an employee, are you riding for the brand? Or just for the paycheck?
CX Journey™ Musings: Are You Sales-Centric or Customer-Centric?
Is your company sales-centric or customer-centric? What’s the difference? What does a sales-centric organization look like?
CX Journey™ Musings: Consensus or Alignment?
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work?
Strengthening Relationships Through Customer Success
I start off this post with the history of the Customer Success profession and then share an interview with Emilia D’Anzica, partner at Growth Molecules and host of the CS Makeover Show, about all things customer success.
Employee Experience: Are You Providing Feedback or Feedforward?
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?
Restoring Customer Confidence?
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. What are they and what does it mean for your company?
Interviewing for Culture Fit
“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire, and (c) see the business results you desire. What does the interview look like in order to ensure that fit?