Eliminate Customer Stress with Good CX
Good customer experiences either give back customer time or alleviate customer anxiety. If a brand’s CX isn’t achieving one of those goals, the customer isn’t getting any real or perceived…
Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments
Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.
Customer Experience Audit: Domino’s Making the Right CX Choices
Editor’s Note: This post is part of a series of Customer Experience Audit. See all cx audit stories. Domino’s Pizza made two CX bold moves . They changed a nearly…
A Lot of Data, Not Enough Insight
A month ago I saw a Forrester presentation on Customer Experience measurement that began with a great quote from the Global Bank: “We are drowning in data and starving for…
Lessons Learned at the Forrester Conference: “Data is the New Sexy”
Once a year I look for an event or a conference to attend where I can learn something new and get better at what I do. This year I attended…
Customer Experience Audit: FedEx Omnichannel Disaster
In our Strategy, Org Design & Culture series we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…
Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
Editor’s Note: This post is part of a series of Customer Experience Audits. See all the audit stories. The automotive industry is right next to the airline industry in terms…
What is Big Data and Why Should I Care?
Big data has become part of our daily language. We read about big data. We see companies that are “experts in big data.” LinkedIn is filled with big data engineers…
#CXTHUS Exchange Insights – winners and losers?
Attending conferences is a significant investment of both time and money. Even if you are speaker at the conference, like I was last week, the time away from your non-stop…
Let’s Get You Certified as a Customer Experience Professional!
Like all mature professions, customer experience has a certification that is internationally recognized. Adding it to your resume will signal to the business community that you are serious about customer experience and your aspiration to be part of its leadership ranks…