How to Lose a Customer in 10 DaysDon’t be a business that sabotages itself
Mon, 08/11/2014 - 11:19
After my recent column, “19 Signs Customers Are Just Not That Into You,” which sounded an awful lot like the romantic comedy, He’s Just Not That Into You, I was inspired to write this piece by the title of another rom-com, How to Lose a Guy in 10… Customer Service or Lip Service?Set the bar high and deliver
Wed, 07/30/2014 - 16:59
In your company is “customer focus” just a poster on the wall, or is it a way of doing business?
How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, and… Time to Kill a Customer Experience Snake Snakes! Why did it have to be snakes?!
Tue, 07/15/2014 - 17:00
I was recently reminded of that famous quote by Indiana Jones from Raiders of the Lost Ark. Recall that he absolutely hates snakes; they're not exactly my favorite creature, either. When I came across Jim Barksdale’s post, “Three Rules of Business… 19 Signs Customers Are Just Not That Into YouIt’s not you. It’s me... seriously.
Tue, 06/24/2014 - 14:36
Have you ever wondered where all the customers have gone? Gosh, let’s hope not! But stick with me here. Is acquiring new customers becoming a challenge?
I thought I’d have a little fun—along with a lot of seriousness—and list some signs that you… Does It Pay to Listen to the Voice of the Customer?You bet it does
Thu, 06/12/2014 - 15:00
That’s probably a silly question, but I don’t feel silly reminding anyone of the answer.
Last month, I took a different angle to this question and asked, “What’s the Cost of Listening to Customers?” In that column, I mentioned that if we don’t… What’s the Cost of Listening to Customers?What’s the cost not to?
Thu, 05/15/2014 - 00:00
Someone asked me recently about the percentage of revenue that customer-focused companies spend on their voice of the customer (VOC) initiatives. Although they wanted some guidance on what to spend on a VOC solution, I thought it was a fair… The Five Agreements of Customer ExperienceHow to create satisfaction for both customers and employees
Tue, 05/06/2014 - 17:50
Ihave been traveling a bit lately and, as a result, have had the chance to catch up on some long-overdue reading. The book I just finished is The Four Agreements (Amber-Allen Publishing, 2011 reprint) by Don Miguel Ruiz, a shaman who writes about… Do You Know Who Your Customers Are?Before you start the trek to find out, get a map
Mon, 04/21/2014 - 10:41
Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?
I did several workshops this week on personas and journey mapping. The two are intimately… Why Bother Giving Great Service?Eight answers to an obvious question
Thu, 03/20/2014 - 15:50
Can you believe this is a question that some people still ask? I can’t. But at least it gives me an opportunity to help convey the message about delivering great service and, ultimately, a great overall experience.
A couple weeks ago, I picked up… Journeys, Not TouchpointsA tool to help break down organizational silos and change the corporate mindset
Tue, 03/04/2014 - 15:50
I named my blog CX Journey for a reason: to convey that the customer experience is just that, a journey.
What does that mean? It means that, although it’s important to look at the individual touchpoints, moments of truth, interactions, and…
