What if the terms “customer experience” and “experience” were suddenly verboten – i.e., banned – from your vocabulary? How would you describe what you and your team do? It’s a question worth asking, given the economic climate we’re in. Several people have told me lately they feel like “CX” isn’t top of mind for C-Suites … Read more
Last month, I found an HBR article called “The Business Case for Love.” Spoiler alert: it’s not about the roughly $25 billion experts think people will spend on Valentine’s Day in 2024*. The article is about the difference in economic value between customers who are “satisfied” and those who say they LOVE a company or … Read more
Have you ever had a day where you’re super busy but feel like you got nothing done at the end of the day? I find having a way to express it helps.
A famous Albert Einstein quote says you can’t solve a problem with the same thinking you had when you created it. I agree, which is why I’m re-launching my virtual book club for CX professionals! It’s called “CX Frontiers” because the goal is to push the thinking and practice of #CXM far beyond where it is today. … Read more
I’ve seen so many CX leaders THINK they have “buy-in” but learn the hard way that all that really means is head nodding. I suggest making “participation” your goal instead of “buy-in.” Read more to learn why.
Just got back from my first trip to Iceland – what an amazing experience! While there, I wondered how you say “customer experience” in Icelandic.
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.