Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra...
Read More >>>Tag Archives: Leading the Customer Experience
Customer Journey Mapping Tips
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward,...
Read More >>>Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy,...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Listen to Your Employees: Survey Smart and Survey Often
Initiate and encourage voice of the employee The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them...
Read More >>>What Is Customer Experience? A Guiding Definition
The first step in leading customer experience is to understand what customer experience really is…and to ensure your team understands it in the same way....
Read More >>>Your Work Makes a Difference
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means...
Read More >>>CX Leadership: 3 Questions to Ask Yourself
There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new...
Read More >>>A Fascinating Time for CX
Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about...
Read More >>>Customer Experience Transformation: Failure Is Not an Option
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in...
Read More >>>What Is Good Service? Customer Perceptions Keep Changing
The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...
Read More >>>The World Needs CX Leaders
Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise...
Read More >>>