Tag Archive for: Customer Experience

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

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

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

Execs: It’s Time to Raise Your Expectations!

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too.

Earlier this month, Genesys acquired Pointillist and Exceed.ai.

And there’s likely more to come.

All that activity might have escaped your notice, but that doesn’t mean you’ll escape the ramifications.

So what do these developments mean for you? Opportunity, if you play your cards right; danger, if you sit out this hand. 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

10 Questions for B2C CX Leaders

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually, starting here with B2C. Next week, I address B2B leaders.

One thing I’ve noticed over years of talking with hundreds of CX leaders is that their level of success usually corresponds to their level of knowledge about the health of the business.

Simply put, business leaders speak in business metrics, while CX leaders – the unsuccessful ones, that is – speak in survey scores. When I talk to one of the rare successful CX leaders, I find their vocabulary is much more aligned with other organization leaders, covering issues such as customer loyalty and share of wallet. Read more