CX Program Strategy

Customer Experience Program Strategy

Implementing a cohesive customer experience program strategy boosts customer loyalty and ROI, because putting the customer at the core of your business creates immense opportunity for growth and development.

Learn directly from industry pros how to execute an effective CX strategy, with the necessary accountability and governance in place to make customer-focused changes. These helpful skills, tools, tips, and resources are key to planning a customer-centric transformation that takes customer engagement to the next level.

Don’t Leave Your Customers Stranded

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me.

But I’m calling out a recent trip with Delta, because it hinges on lessons we should all learn.

First, let me say that I typically enjoy traveling with Delta and have had mostly excellent experiences. And many of the initial problems in this instance were beyond Delta’s control.

Until they weren’t. Read more

ICYMI, Part 2: 2021 Impact Roundup

Last week, I spotlighted some of our best tech-related posts from 2021.

This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact.

We know we can do this by improving the experience for customers, but to get the necessary support for from leadership to make that happen, we have to be able demonstrate that it works! Read more

ICYMI, Part 1: 2021 Tech Roundup

Last week, I posted my prediction that 2022 will be The Year of Data Integration.

So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips.

They offer insights on CX technology (current state and what’s to come) and provide background and context for my prediction. Read more

2022: The Year of Data Integration

Late last year, I predicted that 2021 would be The Year of Data. And while it’s against my nature to say I told you so…boy, did I nail that one!

(That said, I also forecasted that Mall of America wouldn’t last five years, so my predictions aren’t always that good.)

My 2021 prediction stemmed from our 2020 research, which showed that leading CX programs were analyzing the behavioral, operational, and financial data in journeys to discover what customers were actually doing; the business’s behaviors that impacted the customer; and the financial outcomes that resulted from the interaction of those two factors. Read more

Drive Your CX Strategy With Dashboards

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state of the practice.

That’s how I deliver best-in-class services to our clients. And why I regularly interview CX leaders to learn more about their efforts, successes, and challenges.

Before COVID, I did this by spending two days on-site, embedded in a selected organization. During that time, I’d shadow a CX leader, attend meetings, and ask interview questions.

In the eight years since I founded Heart of the Customer, these were the days I learned the most. Read more

A Wonkish Look at Hiring a CX Leader

I’m pretty sure I’m going to take some flak for my recommendations, but today I want to talk about what it takes to be a successful customer experience leader, and how to hire the right person for the role.

Before I get into our findings, let’s stop by my bookshelf…

There you’ll find Outliers from Malcolm Gladwell, which popularized the 10,000-hour rule. That’s Gladwell’s contention that to be successful in a domain, you need 10,000 hours of dedicated practice. Read more

A Wonkish Look at First-Principles Thinking

I’ve been thinking lately about why we measure things like, for example, Net Promoter Score (NPS).

What are we actually doing?

These thoughts are prompted by Reid Hoffman’s great new book, Masters of Scale. (In addition to writing books and hosting a podcast, Hoffman is the co-founder of LinkedIn and serves on the boards of Microsoft and PayPal, among others.) Read more

CX Is Complicated, Not Complex

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making.

It helps categorize business issues, enabling you to respond more effectively…and in the process, create a successful, science-based approach to improving customer loyalty.

The framework defines five states:

  • Simple (aka Obvious, Clear) Marked by repeating cause-and-effect patterns and consistent events that represent “known knowns.”
  • Complicated Representing “unknown knowns” and requiring some effort and expertise to reveal cause-and-effect relationships.
  • Complex The “unknown unknowns” marked by flux and unpredictability.
  • Chaotic High turbulence with no clear cause-and-effect connections, requiring urgent action to establish order.
  • Disorder Comprising a domain of shifting, unknowable states with no clarity.

Read more

10 Questions for B2B2C CX Leaders

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.

B2B2C experiences, such as those offered by insurance companies, are the most complex experiences to manage.

Not only do you need to win the loyalty of your distribution partners (such as agents), you also need to create an outstanding – but distinct – experience for your end customers, whose needs and goals are entirely different. Read more

10 Questions for B2B CX Leaders

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.

I’ve talked with hundreds of B2B leaders over the years and found, like B2C leaders, they also often seem to have little knowledge about the health of the business, and how executives measure and monitor it.

Below are ten questions (plus one freebie, because we’re always about adding value!) that you need to be able to answer – and reference – for your CX program to create real business impact. Read more