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Making Common Sense Common Practice in Leadership and Life
The title of this blog post is the title of one of the last chapters in Randy Conley’s and Ken Blanchard’s new book, published this week and available on Amazon: Simple Truths of Leadership: 52 Ways to Be a Servant Leader and Build Trust. It summarizes nicely what the book ultimately does: make common sense common practice. In this post, I share six of those truths.
The Customer’s Dilemma: Acquisition vs. Retention
In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. This week, I look at the customer’s perspective and the dilemma this creates for them.
The Marketer’s Dilemma: Acquisition vs. Retention
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other?
CX Journey™ Musings: Culture Isn’t About Control
A Stanford researcher interviewed for a recent Bloomberg Businessweek article stated: “Culture is a way for organizations to control their members, police their behavior.” Wow. I’ve never heard that, nor do I believe it. Read on for my thoughts…
UX Metrics: Who, What, When, Where, and Why?
User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX focuses on and how its measured. In this guide, we’ll outline various ways that UX can be measured – both attitudinally and behaviorally – and explain how to take action to improve the metrics.
Using User Research to Design Better Products and Services
User experience (UX) is part of the bigger customer experience (CX) ecosystem. How does UX differ from CX? How does the research differ? How do we conduct this research? How do we act on it? What are some of the key metrics?
AI and the Contact Center: Working Together in Harmony
mundane, repetitive tasks, it takes them away from what’s important, interesting, and impactful – and both the agent experience and the customer experience suffer. Is using AI in the contact center the right solution to get agents back on track?
Focus on the Experience, and the Numbers Will Come – ALWAYS
When you focus on moving the needle on your customer experience metrics, you do things differently and you do different things than when you focus on improving the experience, which ultimately leads to moving needle.
5 Things Everyone Gets Wrong About Customer Service
Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand might (will) fall apart. There are more than five things that everyone gets wrong about customer service, but here are five that you should take into account as you think about the customer service your company offers.
The Key to a Great Customer Experience is Collaboration
To meet customer expectations, everyone in the organization must be open and able to work together to deliver the experience. Specifically, conversations, information, and data must flow freely across teams and departments. Cross-functional collaboration is well-established, supported, and encouraged within and across the organization. But that doesn’t just happen on its own.