Culture is a driving force in creating value for customers and for the business. Yes, values do create value.
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together?
Simply developing personas is not enough. I can cite all the persona benefits I can think of, but you’ve got to use them. How can you socialize and operationalize personas?
Transforming your business to one that puts the customer at the center of all it does is a lot of work. A lot of hard work. But it’s doable. Don’t be discouraged! But you do have to do the work. Nothing changes if nothing changes.
I’ve written about change several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard; well, it can be. But it’s especially hard when not everyone sees or agrees with your change vision. Today I write about using the 20/60/20 Rule to consider how you’ll influence and/or involve employees in the change process.
Whether you’re a visionary company or not, executive alignment – and staff alignment – are critical to driving change, making change, and achieving outcomes.
How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. We came up with seven ways to do just that.
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.
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...
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…