Posts

I Got Great Service From CenturyLink – Eventually! 

The improbable happened. I got great service from CenturyLink.  

Less improbable was the Kansas City Chiefs’ come from behind win in Super Bowl LIV.  It was the third time in as many games they came from behind to win. 

On any given weekend during football season, any NFL team can rise up and beat all odds to get a win. That is what happened on a recent Saturday with CenturyLink. And the moral of the story is horrific online experiences can be saved offline.  Read more

Good CX = Great Business Case

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 what they’re doing.

I came in pretty ambivalent. I’m not a customer – I wrote this post about firing them, but I’ve seen Graham Tutton speak twice (read about it here), and it appears they’re making a sincere effort to improve. What they shared today reinforces that positive belief – they really are working hard to change the trajectory. Read more

Creepy Google Maps Email

Google is Creepy

Creepy Google Maps EmailMy wife forwarded me an email from Google. It showed her everywhere she had visited in the last month, which creeped her out. So she removed all the tracking she could from her phone. It didn’t work – she received a similar email the following month.

I received a similar email (see a part of mine above, where they show two restaurants I visited). I agree it’s creepy. Why does Google go out of their way to remind customers they’re tracking their movements? It comes down to a core CX principle of understanding customer needs. Employees focus on what they think is cool, rather than what customers want. Read more

Measuring “ROE” – Return on Ease

ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence.  Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your customer.

Ease is the second key to a Game-Changing CX, along with Effectiveness and Emotion. While Emotion has the greatest long-term impact, don’t neglect Ease.

Who is Doing it Right?

Return on Ease (ROE) is easier (hah!) to track and to impact than emotion. Whereas different personas have different emotional drivers, their appreciation for simplicity is more consistent. It also helps that there are some great examples to lead the way: 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