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CX Needs Change Management

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. […]

Chase Business Results, Not Survey Scores

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 […]

Five Ways to Make Your Surveys Matter

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 […]

Empathy.

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 […]