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On Becoming People-Centric
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first...
CX Journey™ Musings: On Means and Outcomes…
Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the...
Leaders Need to Show, Not Just Say
How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports,...
Focus on the People and the Numbers Will Come
I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know...
You Aren’t Journey Mapping
I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping;...
Prioritizing Your #CX Improvement Initiatives
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You've listened to customers. You've mapped their journeys. And you've identified a lot of...
10 More All-Too-Common VoC Program Mistakes – Part 2
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one...
10 All-Too-Common VoC Program Mistakes – Part 1
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread:...
Customer Understanding: The Cornerstone of Customer-Centricity
Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of...
Do You Believe in Your Company’s Core Values?
Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and...