How to Wow!
We have all had Wow moments as customers. We did not expect the service we received. How do we make …
Category Archives: Customer Focus
Survey fraud is a serious problem
Survey fraud is a genuine problem that affects the customer experience (CX) industry and undermines the credibility of research data. In …
Don’t Make These Mistakes With Cloud CRM Solutions
There is a huge movement to cloud solutions for the world of CRM. Salesforce.com, Oracle, SAP, Microsoft Dynamics and many …
Are we ready for mobile payments?
This is not a new trend associated with COVID-19 only. We all knew there will be a huge shift in …
How And Why To Bother With Customer Obsession
Check these resources from Forrester out. They really know their stuff. Shar VanBoskirk is VP, Principal Analyst. Shar helps CMOs lead customer-obsessed …
Are medical devices at a security risk?
Cyber security is an important issue not just for computers but also any device that has an internet connection. That …
Is transformation into a customer focused world a no brainer?
So many times, transformation into a customer focused world is framed as a no brainer. We feel like idiots that …
7 Customer Satisfaction KPIs You Should Track
Check this great advise from Srushti Shah. Srushti is an ambitious, passionate and out of the box thinking woman having …
Customer Experience = Success + Effort + Emotion
What is the definition of customer experience? There are a few floating around out there. Here is a great one …
Do scoreboards help you establish if you are winning or not?
Scoreboards help you establish if you are winning or not. When you have clear goals (lagging indicators) and strategies (leading …
Customer Obsession is clear. Are you clear on your focus?
You think of nothing else. All you really care about is the experience and loyalty that your customers have with you. Obsession …
What is our customer data strategy? How far should we go?
I must admit that during my early journey of being focused on the customer, I usually thought we should have …
We need to get in the customer experience game and play to win. Do we have enough passion?
Customer obsession is more an emotion than a focus. The focus of customer initiatives is more about intent and then …
Are we passionate about our focus on our customers?
Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …
How important is compassion as a leader?
Compassion is a huge thing as a leader. That it is lacking in so many cases today is stunning. We hear …
What are the laws of customer experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Are our customer messaging systems up to date?
This is a very good article on how disruptive social media has become for a business focused on the Customer and …
Customer Engagement: Beyond Personalization to Hyper-Personalization
Here is some great insight from Annette Franz. Annette is founder and Chief Experience Officer of CX Journey Inc. …
Is customer service always easy?
Customer service is not always easy. No product or service is perfect. Customers get frustrated. There are some basic principles …
How important is great service to our marketing efforts?
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
Transforming customer experiences in a mobile app world.
John Colony, CEO of Forrester Research has a great article about the The Mobile War. CEOs should be aware of an …
What does your ZMOT look like?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
What is the moment where a potential customer makes a decision to engage?
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
Is the customer experience meaningful on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
The death of the sales funnel
Why this is important: Over the years, companies have developed various models to explain customer behavior. Most of the ones …
Are your connected customers engaged with you?
We see it every day. We are at an event and someone holds up their phone to video or take …
Are we focused on “traditional markets”?
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
The weight of repetitive tasks
Here is some great insight from Seth Godin. In 2015, he created the altMBA. More than 60,000 people have taken his online …
How important are great employee experiences in our digital world?
Our people create the experience, whether it is digital or in person. We can’t separate the employee experience from the …
Can passion for our customers win the day?
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Do We Need To Shift How We Think About Emotion And Customer Journeys?
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
Omnichannel personalization at scale
A number of years ago, omnichannel was the big idea. It still makes sense. Unified data and a unified experience is …
4 Benefits of Using Video as a Marketing Tool
Video has become very powerful. The rise of YouTube, Vimeo and Rumble show this. For many customers, that is …
Designing for Digital-First Customers: Focus on Experience as a Driver for Breakthrough Innovation
Brian Solis has great insight on experience design. Brian is Global Innovation Evangelist at Salesforce, the global leader in Customer …
How fast is the customer journey evolving?
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
The new world of sales and marketing.
Why this is important: We know it has happened. The world of traditional sales and marketing is changing. Some of …
How important is amazing customer service today?
This is stunning but as consumers we all know it. We all have horror stories of not just bad, but …
A Resurgence in the Importance of Direct Mail as a Result of the Pandemic
Here is some great insight from Rhonda Basler. With more than two decades of marketing experience, Rhonda Basler leads the Customer …
How to Cultivate Psychological Safety at Your Workplace
Lolly Daskal suggests that psychological safety is still a fairly new concept, but its importance is being reinforced by a …
The Balanced Approach to Digital Transformation
It has been an interesting journey, seeing the concept of “digital transformation” evolve. It has always been true that it …
5 Ways To Motivate Your Remote Team
We are in the middle of huge changes in how we work. How do we keep everyone motivated? Here are …
My Manifesto: Experience Matters [Bruce Temkin]
From Bruce Temkin: In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in …
Reflecting On 6 Principles Of Success | Lessons from Bruce Temkin over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement.
From Bruce Temkin. This is am amazing summary well worth taking to heart as a roadmap to success. Given the …
Do we need to think differently about our projects?
Project management is very important. But beyond budgets, milestones, scope documents and all the PM process we get overwhelmed with, …
Customer Experience Leaders outperform the broader market. Are you a leader or laggard?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
Are you riding the social media bullet train?
It is a full scale social revolution. So some questions: Do you have accounts on all the current social media? …
Are we ready to cross the chasm?
Dan Gillett is the former CEO of Kimbia. Kimbia’s online fundraising platform enables nonprofits to find, convert and retain more …
Staff who are closest to the customer usually have a handle on what data and insight would be most useful to the journey mapping process. Be sure to engage them regularly.
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Our focus needs to be on doing something that improves the customer experience.
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Collecting data is of no value if it doesn’t lead to insight.
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
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