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 >>>Tag Archives: Leading the Customer Experience
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 >>>Customer Journey Mapping Tips
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward,...
Read More >>>Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and...
Read More >>>Quality standards that align with customer experience
Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...
Read More >>>Create a Specific, Compelling Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many...
Read More >>>Gathering Frequent Employee Feedback
The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people...
Read More >>>From Contact Center to “Insight Center”
Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting,...
Read More >>>Build a Brand Advocate Pyramid
Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your...
Read More >>>Collecting structured and unstructured customer feedback
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
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