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It’s Easier to Change People Than to Change People
Executive commitment is important. It ensures that you get the resources – human, capital, financial, time, etc. – needed to move forward successfully with your transformation work. But what if that commitment is lacking?
CX Journey™ Musings: The Challenges of Customer Listening
The most-popular listening channel, without a doubt, is surveys. But there are some challenges when it comes to using this listening tool – as well as any of the others. In this post, I run through those challenges. It’s not an all-encompassing list, for sure, but I’ll offer up some links for other content to consider as you ponder these challenges.
Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be a customer-centric organization. Customer understanding truly is the cornerstone. But what is a cornerstone? And how does it relate to the work that you’re doing?
Got Customer Insights? Are You Using Them?
UserTesting’s 2022 CX Industry Report came across my desk, and I took a run through what they uncovered. The following three topics were touted as the highlights of the report. I’ve shared the topics, plus the highlights drawn from their PR agency.
Is It Possible To Put Empathy Into Action? And At Scale?
I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman and CEO of Genesys. The book is described as “a bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale.”
A Strategy Doesn’t Implement Itself
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you incorporate action planning into your follow-up work?
Employee Understanding for a Better Employee Experience
Companies struggle with how to design the employee experience. I’m not sure why because the work that you need to do is very similar to the work you do to design an experience for your customers. (Why wouldn’t it be?!)
Do Leaders Make the Employee Experience – Customer Experience Connection?
Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? If not, then they absolutely should!
Is Your Company Product-Centric or Customer-Centric?
Product design is nonsensical if the customer’s voice isn’t brought into it. As Seth Godin says: you’ll be finding customers for your products, not products for your customers.
11 Top Takeaways From 102 Customer Experience Experts
Today I’m pleased to share a guest post by Uma Bhat of Clootrack. In this post, Uma highlights 11 takeaways from the 102 CX Experts Report Clootrack compiled, which outlines challenges and recommended actions for CX programs today.