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.

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 their measurement, and most don’t provide much context for those scores.   Read more

Need a Presentation With Punch? Think Visually

 

“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. Read more

Seizing This Moment, Solving Problems

Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime.  Read more

Interactive Customer Experience Map

Customer Journey Maps: The Top 10 Requirements

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy.Interactive Customer Experience Map

At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, and reposted around the world. But I did know that customer experience as a discipline – given its proven ability to boost customer loyalty and company results – was here to stay.

I enjoyed revisiting and updating the post back in 2015, but in the intervening years, the world has changed, the CX industry has evolved, research methodology has gotten more nimble, and technology has advanced. (And yet, somehow, none of us has aged a day – it’s uncanny!)

So it’s time once again to refresh the content. I am proud that the underlying philosophy and framework remains solid and consistent, but I’ve tweaked some terminology, techniques, guidelines, and examples.

In short, it’s an oldie, but a goodie, and I hope that regardless of whether you’re rereading it or encountering it for the first time, you will come away with something new and helpful. Read more

CX for Skeptics

Three Ways to Show Business Impact for Your CX Program

CX for SkepticsHere’s a story I’ve seen played out multiple times:

An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program of their own. They hire someone to run it and tell them, “Just drive change. I’ll take care of making sure the other executives are on board.” Their employees implement surveys and work to engage the business, confident they’re making a difference. They present their survey results to whoever will listen, and lobby other silos to improve the experience in order to improve survey results. All is good.

Then that executive leaves. Sometimes by choice, sometimes not. Read more

5 virus-related CX tips you need TODAY

We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control.

Below are five tips we think CX pros will need to get through…well, whatever this is. Let’s call it “the other CX,” the coronavirus experience.

Some will apply to you, some won’t, because we’re all impacted by this crisis, but not in the same ways.

So treat it like toilet paper and hand sanitizer: take only what you need and share the rest! Read more

CX Pros: Help Your Company & Your Customers Deal With COVID-19

The jolt that nations, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is enough to induce whiplash. While the situation is extremely fluid, all signs point to it getting a lot worse in the U.S. before it gets better.

I’m not going to presume to address what this means for the people, and their loved ones, who are directly impacted, and suffering or even dying as a result of contracting this virus. I am devastated for my fellow human beings all over the world and here at home.

But medicine isn’t my area of expertise and I can’t alleviate that suffering, beyond, of course, taking the recommended precautions to prevent further spread of this pandemic.

Customer experience, however, is my area of expertise. And in that arena, I might be able to be of service. And you probably can be, too – more than you may realize. Read more

Are Your Surveys a Crutch or a Tool?  

I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, but I want to share a few learnings that stand out.  Read more

Make the Most of Your CX Toys – er, Tools

I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like what was on the cover of the box, and always, a few ‘extra’ pieces left over.

The same temptation exists with new CX toys.

You get a voice of the customer (VoC) platform like Qualtrics and pump out a survey, because you can and it’s so easy! You buy a state-of-the-art journey orchestration engine (think Usermind), build a journey, and get creative with some actions! In both cases, more likely than not, you end up with something a little ugly and not very useful. Read more

The-“Why”-Behind-CX-Pros’-Failure-to-Prove-Business-Results

The “Why” Behind CX Pros’ Failure to Prove Business Results

The-“Why”-Behind-CX-Pros’-Failure-to-Prove-Business-Results

while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section.  

One issue that came up repeatedly was why  CX Pros don’t tie into business results. Here’s my take in a nutshell (see the post for my full response and what others had to say):  Read more