CX

CX Journey™ Musings: The Problem with Journey Maps

There's a problem with journey maps?

Well, not with the maps themselves but with how people talk about them.

I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc.

As I read or listen, I'm hopeful that the author or presenter will share some great success stories and get the audience excited about what can be done when you map customer journeys and use those maps as the catalyst for change that they are.

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Bet you have never heard of the Local Consumer Commerce (LCC) Index. It is going down and that is worrying.

I have never heard of the Local Consumer Commerce (LCC) index. It is created from over 19 billion  credit and debit card transactions from over 59 million consumers in 15 major metropolitan areas in the US.

The index captures year-over-year growth in everyday spending across a range of consumer and merchant groups. The transaction-level data includes the zip codes of both the consumer and merchant so that it can identify local, place-based spending growth (i.e. how much money people are spending within their city of residence).

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Don't Be a #CX Loser!

Is your company a CX Loser or a CX Winner?

If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are!

And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.

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CX Journey™ Musings: Customer Focus - at What Cost?

Customer focus... at what cost?

Are you kidding me?

I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?"

I happened to have just taken a sip of my coffee, and I think it came out of my nose. I cleaned up the coffee and held my breath, in hopes that the presenter would answer the question the way it should be answered. She did.

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CX Journey™ Musings: We Have All the Customers We Could Want!

We have all the customers we could ever want...

... said no business ever!

Oh wait.

Except for Sears.

Wow! What would ever possess a CEO to say that?

It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said:

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Don't Underestimate the Power of a CX Vision

Do you have a customer experience vision?

One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't?

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6 Things You Can Do to Advance Your Career in the CX Profession

What can I do to advance my career in - or to get started in - the customer experience profession?

I'm asked about this on a regular - quite frankly, almost weekly - basis. That's exciting because I love when people see this as a great career progression or a field to they want to get into. The more people we can have on the customer's team, the better.

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Ignite CX & EX to power up your business

Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between CX & EX, so I thought I’d share a few points here.

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