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 >>>Tag Archives: Leading the Customer Experience
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 >>>An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...
Read More >>>From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...
Read More >>>7 Characteristics of Customer Advocacy: A Self-Assessment
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment....
Read More >>>Four Words That Changed My Views
It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr....
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