Too many customer experience (CX) programs get stuck. Stuck with no influence. No change. No leadership buy-in. We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs. You’re in meetings […]
I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. If your company is doing well, it’s hard to get people’s attention. Why tinker […]
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […]
In my role as Heart of the Customer’s mapper-in-chief, I get the opportunity to view a lot of journey maps. Beautiful ones, ugly ones, those built to drive change, and those that are little more than gussied-up Excel spreadsheets. But, as mentioned in our book, one thing that continues to surprise me is how few […]
We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus. CX people focus on survey results; their thoughts are on how to improve the experience in order to improve […]
At Heart of the Customer, we’re known for creating world-class journey maps. (You could even say I’m driven by it, as you can see from my license plate!) But sometimes, it’s not a journey that you need to map. When a potential client contacts us to inquire about journey mapping, one of the first questions […]
Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!), we’ve found some common themes – notably that most programs use NPS as […]
A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives […]
“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent). He’s talking about advertising, but his recommendation applies to any organizational communication – especially in customer experience.
Not Making CX Progress? Start Saying NoAugust 14, 2020 - 6:00 am
To Spur Action, Create a Sense of UrgencyAugust 6, 2020 - 6:00 am
CX Needs Change ManagementJuly 31, 2020 - 9:16 am
Experiences Designed for Everybody Satisfy NobodyJuly 22, 2020 - 6:00 am
Chase Business Results, Not Survey ScoresJuly 15, 2020 - 3:06 pm