In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...Read More >>>
Tag Archives: Leading the Customer Experience
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....Read More >>>
Are We There for Our Customers When They Need Us?
CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior...Read More >>>
A “safe” CX strategy may be dangerous
You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...Read More >>>
Use a CX dashboard to cut through the clutter
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial...Read More >>>
Celebrate – often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers...Read More >>>
Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s...Read More >>>
Who are your innovators?
I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus,...Read More >>>
Great customer experiences happen by design￼
Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...Read More >>>
The Customer Experience Sixpack
Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience...Read More >>>
Justifying Operational Budgets
When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit...Read More >>>