Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it? It’s easier to reveal where customers are having problems than it is to do something about it. Taking […]
Think about the last time you led brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it. You reply, “But […]
I’m returning home from a day and a half at Comcast’s headquarters, locked in a room with other marketing and CX thought leaders. (Okay, so not exactly locked in…) They brought us to Philadelphia to share the work they’re doing in customer experience and to get our feedback and advice. But mostly to show us […]
A few months ago, I was interviewing a Senior VP customer of my client, and asked her, “Do you have a relationship with [my client]?” She replied, “Well, yes, we have a commercial relationship…” I cut her off (probably a bad thing to do in an interview!) and said, “I’m sorry, I didn’t explain myself well. […]
I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout all of them. No matter the venue, you can be certain that somebody in the audience will ask a presenter, “How can I get executives to care about customers?” That’s […]
Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it. But we accepted that companies […]
I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]
CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […]
I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]
Actually, they’re already here. But are you aware of them? Today, I’m flying back from the CCW’s Executive Exchange. I not only enjoyed speaking at the event, but also the opportunity to attend its presentations. The audience was primarily made up of contact center leaders, each having a lot to say– and do –about the […]
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Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)January 7, 2020 - 12:33 pm