A CX role is unlike any other role in the company. Customer Experience involves almost everything a company does. In that sense, it is probably the first truly cross-functional role! CX as a domain is also relatively new right now, with barely a few thousand professionals worldwide. So if you're a professional from sales, marketing, design, support, or operations, who is moving into a CX role, here are my recommendations on what to do in your first month. Understand the busin
As always, my short answer would be: No, you cannot. Nor should you aim to do so, as that is not realistic as a goal. Before we go any further, we must admit that a customer can be upset for a variety of reasons. Some of them could look like this: Your brand messed up. Your brand didn't deliver on its promise to this customer. The customer misunderstood your brand's promise, or your brand miscommunicated the promise. The customer's expectation was unrealistic and unheard of a
This is a question I asked quite a bit, often by business owners and senior leaders. The primary motivation behind the question is to understand how to justify the cost of upgrading CX.
My short answer is this: Yes, a focus on CX will lead to profits, if you know how to do it. Offer the best customer experience in your class. The rest will fall in place. However, a longer answer will require careful consideration of the caveat: how you execute it. There are a number of ways
One of the earliest recommendations I make on any company's path to higher focus on CX is this: measure the various dimensions of CX first. The best place to start any form of transition is to establish a proper base-line to compare any progress to. For something as fluidly defined as CX, drawing a base-line is somewhat tricky. It must cover multiple customer touchpoints and even aspects of your company that customers may not directly experience (like your supply chain). In m
This is my response to Jeremy Watkin's #CXQOTD for today. Let me start with a question. Why do we survey customers? To understand what their pain points are. To learn what they look for in a solution. To explore their motivations. To understand their expectations better. To see what their sentiment is towards an experience or offering.
All of these insights are absolutely worth obtaining, regardless of the circumstance. However, is it possible to find some, if not most, of
This is a response to Jeremy Watkin's #CXQOTD for today. His question: if you could have one CX superpower, what would it be? The one CX superpower I would love to have is the gift of articulation. Despite my poor memory, I can recall a number of conversations where better articulation would have saved a ton of time and effort for everyone involved. Story - Where I messed up
I once tried to give specific feedback to a telecom company about its network coverage. Their coverage