The original concept behind a benchmark was to ensure consistent measurement, but these days people aren’t as careful that the data they benchmark against aligns with their goals.
If you’re a word nerd like me, you probably also love books. The dictionary defines a book as “a long written or printed composition or a group of pages bound between two covers.” But they are so much more than that. Books are vehicles for learning, vessels that transmit information and insight, spark new ideas, … Read more
During my keynote at CXPA Leaders Advance I introduced a new definition of CX excellence that I’ve been using for a few years: Consistently good. Strategically amazing. Folks have asked me to expand on that concept so that’s the focus of today’s WNW installment.
Had a fun conversation with my friend Geoff Galat from Monetize360 about the #cx so many companies neglect – billing and payment. It seems mundane but isn’t, and should never be an afterthought. Few things are more emotional than money! Check out the full episode here.
Image: Landen Conner Day 1 of CXPA Leaders Advance is in the books! A few takeaways from the sessions I got to join today: 1. Companies have disaster recovery plans to make sure tech infrastructure won’t go down. We need a similar plan – what steps are you taking to make sure your CX programs … Read more
This article I got in a newsletter recently is a perfect example of when it’s not realistic, or even possible, to give customers what they want. The survey says customers want to be able to look up their loyalty profile using only their name. Anyone who has worked with customer data at even moderate scale … Read more
“How do we get executive support for customer experience?” Someone asks me this question at least once a week, and my advice is always the same: Stop asking for support. “Support” is what I call a Vague Verb – too conceptual to drive concrete action. People are more likely to act on specific requests than generic … Read more
I’ve typed “great customer experience” more times than I can count, but I have a confession. It makes me cringe a little every time because it’s too vague a phrase to be useful. What constitutes greatness? According to who? These aren’t trivial questions. Every CX strategy should include: Whose definition of “great” you’re aiming for … Read more
Last week I shared what it means to be systematic. This week, let’s look at a word that sounds similar but has a different meaning: SYSTEMIC Both words are adjectives. One describes a way of *doing*.The other describes a way of *being*. Systematic things follow a clear plan or method. That method is the “system” … Read more