Customer Experience: What It Looks Like When It Works

Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, I focus on where CX works best with a goal of sharing a couple ideas that we can

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Make it real, and other pro tips for developing a customer-centric culture

Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies

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Success in CX means harnessing the power of people: my CXPA Insights Exchange takeaway

Success in CX means harnessing the power of people. For those who weren’t there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I’ve used two ‘big bucket’ categories to boil down what I heard.

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Take a vacation from your CX program

You know that feeling of fresh perspective that you have immediately after you return from a vacation? Everything seems a bit clearer. Priorities are in focus and life is in perfect balance – even if just for a few days. At home, you zero in on the things that need to be done and do

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Accelerate Time to Value for Your VoC Program

The best long-term business strategy is focusing on learning and improving your customers’ experience. And companies that truly make the customer experience a priority outperform the market. You can use many different methods to start better understanding and learning from your customers: focus groups, surveys, social media, operational data, observation, communities, journey mapping, actually talking

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CX Storytelling: Transforming Thought and Action

Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way

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How to Start Building a Customer Ambassador Program

A few weeks ago, I returned to my car from a trip inside Lowe’s one Saturday morning to find a reusable Subaru bag hanging on the side mirror of my Subaru Outback. Like a child on Christmas morning, I opened the bag inside my car to find all kinds of Subaru swag, Subaru magazines and

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CX Storytelling – Bring the Right Attitude to Your Next Presentation

Just picture your audience in their underwear. This is common advice given to someone who is nervous about public speaking. Taking it a step further, it is said that Winston Churchill overcame his fear of speaking by picturing his audience naked. It may have worked for him, but I think it’s way too creepy. CX

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5 Tips to Effective CX Communication

Communication is such a cliché topic. We know what we need to do to be good communicators, right? Tailor our messages for different audiences, be clear and concise, don’t pollute messages with filler words or unnecessary information. As CX leaders, we’re communicating about a topic that most, if not all, of our companies, executives and

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