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5 Ways to Cultivate Leadership Support for Customer Experience

Leadership support is needed for a customer experience program to succeed—we can all agree on that. The challenge is those executives live in the real world of organizational changes, competing priorities and shifting economic landscapes. In my last CustomerThink column, I looked at how to build a compelling business case for your CX program. Now let’s […]

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What You Can Do When the CEO Says “No” to Your CX Business Case

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are […]

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Busting Through a Customer Satisfaction Plateau: 3 Ways

We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see […]

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What To Do When the CEO Says “No” to Your CX Business Case

Success with today’s customers requires a great customer experience. And creating a great customer experience requires funding—which requires a strong business case. That should be simple enough, right? You spend some time masterfully outlining how industry-leading customer satisfaction would be achieved by drawing on the latest research and best practices—and then the funding rolls in, […]

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3 Ways to Bust Through a Customer Satisfaction Plateau

Plateaus are beautiful in nature and elicit “oohs” and “aahs” from those who view them. In contrast, plateaus viewed in customer satisfaction bar charts conjure up silence or at best a deep “hmmm” from disappointed executives. Have you ever been there? My recent blog for Customer Think explores three ways to bust through a customer […]

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Bridging the Gap Between B2B and B2C

More than ever before, the lines between B2B and B2C are blurring when it comes to customer experience. I see this every day and recently wrote for Loyalty 360 that we’re all driven by the same emotional connection and engagement—both for personal consumption and with the brands we do business with professionally. There is little differentiation […]

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Customer Journey Mapping—Not Just Wall Art

Recently, I presented a webinar on how customer journey mapping can drive optimal business processes that impress customers and, ultimately, drive your organization! You can view the webinar here. I’ll share a few highlights. One thing we can count on to affect our organizations is “change,” particularly when it comes to customers. It’s been said […]

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Customer Journey Mapping: Building CX Maturity and Momentum

Two years ago when my organization began developing and formalizing our CX program, the charter included the following key focus areas: Driving a consistent customer experience across the business with the goal of increasing customer loyalty. Gathering a deep understanding of our customers’ perceptions about our products and services and translating that information into actionable […]

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Three Tips to Successfully Manage Customer Journeys

Your organization works hard to collect customer experience data in the constant quest to earn customer loyalty. Have you consistently collected this data but then struggled to translate the resulting insights into long-term advantage? This challenge is more common than you might think. In a 1 p.m. session on Thursday, August 13, we’ll explore how […]

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Mapping the Verint Customer Experience Journey

Recently at our Engage global customer conference in Las Vegas, we decided to try something new. We took our conference guests on what we called “The Verint Customer Experience Journey,” where we gave our customers full access to the documented journey of what it’s like to do business with Verint. Because I spend my time […]

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