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Message to CX profession – Transparency begets trust
I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They all want to know...
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Social Media Research of Customer Experience is a Smart Marketing investment
Listening to customers through social media channels, is a well established practice for support of Customer Service and PR business processes. Marketing organizations are less known for their...
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The Gospel of Customer Centricity
The price of a product, the brand value and the other pillars of marketing are no longer the most important factors in a consumer’s selection process. At a certain level of affluence the “absolute...
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In Defense of Anecdotal Evidence
During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake caused tsunami-like floods of...
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More Signs of Decline in Brand Relevancy
Last week I was shopping for a new Bluetooth headset for my phone after my trusted Motorola betrayed me in the middle of an important call with a client. It did not quite dropped dead, it just “ceased...
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Hell hath no fury like a customer scorned
Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any company ever...
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How Employee Satisfaction Correlates to Customer Experience
Many customer experience practitioners stress the importance of employee participation in companies’ customer-centricity efforts. Intuitively, it is hard to disagree with the anecdotes they tell and...
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Human Resources-The Forgotten Frontier of CX
Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery. It is understandable as CS is so...
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How to get (and keep) a customer-centric reputation
I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on the planet. As a result, my personal experiences...
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Vanity Metrics – How Is This Still A Thing?
I’d like to borrow this line from John Oliver, host of the popular HBO show “Last Week Tonight”, to address the endless and pointless argument about the ultimate customer experience metric. For a very...
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Do you have enough information to make a sound decision?
In business and personal life we all face the challenge of making large and small decisions every day. Depending on financial and/or emotional impact of our action, we often start to look for...
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Top 5 Warnings to Customer Experience Marketers
Stop designing products. Customers do not want to experience products and they care very little about product’s features and functions. Customers do not buy products, they hire products to do a “job”....
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Two major threats to superior customer experience
Inadequacy of connection between customer experience investment and financial benefits. It is very hard to provide direct, causal, linear connections between investment into customer experience...
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3 Critical Shortfalls of Surveying Customers
I am not a big fan of using survey methodology for research into customer experience. I think it is a great tool for hypothesis validation, which is a part of customer experience research, but it is a...
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Why Your Investment in Analytics is Likely to be a Complete Waste of Money
Presumably, analysis of data holds the promise of increase in growth and profitability of any business. This presumption leads to wide adoption of any technology that has “big data” or “analytics” in...
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Customer Satisfaction Is Not Enough to Forge Loyalty
Most companies, large and small, monitor satisfaction scores given by their customers. Regardless of the methodology or scale they employ, the utility of these measurements is somewhat questionable....
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Customer Experience – From Data to Action
Too many analytical efforts focus on a single stream/source of data and that makes them unproductive. The purpose of analysis is the development of actionable intelligence: to lower the uncertainty of...
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Cheap Gas, Electric Cars and Customer Experience
Even if you sell a commodity, customer experience often outweighs price considerations. Just because the term Customer Experience Management (CEM) is relatively new to corporate vocabulary, the power...
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Which is a better investment – Customer Experience or Brand Management?
The advancement of social media during the last ten years gave rise to the power of social customers. That power precipitated fundamental shifts to the marketing paradigm which was developed over 3...
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Voice of Customers Challenge to Product Managers
For years I have been puzzled by the fierce resistance of product managers to integrate customers feedback into the products’ design and marketing process. Surely, many use elaborate survey and market...
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