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
Announcing the CX Frontiers Book Club
Word Nerd Wednesday – Benchmark
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.
Word Nerd Wednesday – Book
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
Word Nerd Wednesday – Consistently Good, Strategically Amazing
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.
The billing & payment experience can’t be an afterthought!
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.
Key Takeaways from CXPA Leaders Advance 2023
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
Some Customers Want What They Can’t Have
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
Word Nerd Wednesday – Support
“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
Word Nerd Wednesday: Great
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
Word Nerd Wednesday: Systematic vs. Systemic – What’s the Difference?
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
