CX Vision

Customer Experience Vision

Developing a customer experience vision is a necessary first step in pursuing an organizational change in the way your business provides services to its customers. A customer experience vision defines these aspirations and why they matter to your customers. Learn more below.

Maybe (Just Maybe) There’s Hope for Comcast Yet 

Whenever I’m leading a workshop or giving a keynote, I know I can always get a laugh by putting “Comcast” and “Customer Experience” in the same sentence. 

But that’s way too easy, so I usually skip that line. But last week I saw something that gave me a glimmer of hope for the company. They seem to be learning how to prioritize.  Read more

Not making #CX progress? Start saying no

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 to support the new portal, the new customer campaign, the Customer Advisory Board, and the new loyalty program. 

You’re incredibly busy. You burn your unused vacation time just trying to keep up. But then you get to the end of the year, and the most important thing – customer loyalty – remains unchanged.  

A year filled with effort. But no actual change. 

That’s a problem.  Read more

Why Your CEO Isn’t Impressed with Your Work 

I wrote last week about why Your CX Scorecard is Probably Measuring the Wrong Thing. Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making that clear to the organization. 

Walker’s The CEO View of CX includes a survey of Business-to-Business Customer Experience (CX) employees. The survey asked them about their CEO’s top areas of focus, and they selected “Competitive advantage” and “Growth, profitability and valuation” as their top two. But when presented with the same list to describe what they were focusing on, the answers were “Identifying what to do AND how to do it,” “Creating a customer-focused culture,” and “Incorporating CX capabilities throughout the org.” The same list, but completely different areas of focus identified. 

Are the two necessarily a mismatch? Of course not. All three areas of CX focus can be building blocks to accomplish the CEO’s goals. However, it’s telling that the CX employees didn’t choose the outcomes, but instead the tasks. And that puts you at risk of being marginalized.  Read more

Your CX Scorecard is Probably Measuring the Wrong Thing

“The purpose of a business is to create and keep a customer.” – Peter Drucker

I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about. But despite that wisdom, companies continue to focus primarily on creating customers, often forgetting that keeping them is the way to organic growth. And when they do focus on keeping customers, the focus is all too often on trying to trap them – requiring a phone call to cancel (I’m looking at you, TiVo and Comcast), or requiring contracts that assess fees to leave (Comcast, you again).

Jeannie Bliss has been beating this drum for years. We need to listen to her. What matters is new customers minus attrition, plus how much those customers spend with you. Everything else is just window dressing. Read more

What’s Worse than No CX Vision? Multiple CX Visions

Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing your front-line employees to decide how best to serve the customer without needing to escalate. Read more

“I’m new to CX – what do I do?” Seven Steps for the New CX Leader 

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience.  

This post is dedicated to those who have a passion for improving their customers’ experience, but aren’t 100% sure where to start. The items below aren’t completely linear—you can’t wait until one is done before you start the next—but they do list a good order in which to begin.  Read more

Sometimes, meeting customer promises isn’t so impressive.

A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down each person’s seat as they boarded.  Read more

CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov)

Glen_Canyon_Dam_and_BridgeI visited Antelope Canyon a few weeks ago.  It’s a terrific trip, and I highly recommend it.

As a part of the trip we visited the Glen Canyon Dam. Upriver of the Hoover Dam, it creates Lake Powell, the second largest man-made lake.  The tour guide shared the three priorities for the dam:

  1. Water management
  2. Power generation
  3. Water recreation

Read more

Boardroom

Not ready for customer experience governance? Then you’re not ready for CX

BoardroomAs a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. I can consistently predict their future success when the conversation moves to governance.

Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience. We all love the idea of a bottom-up approach, but it’s pretty much impossible to sustain change without customer experience governance.

An effective customer experience program changes how decisions are made.  If you don’t change the decision-making, you really aren’t changing the customer experience. And the most important decisions happen above your pay grade. That’s why you need customer experience governance. Read more