Customer Experience Consulting and Speaking
I blame and thank Jeannie for getting me on the microinteraction craze. I take pictures in public or catch screenshots several times a week! So I knew I struck gold when I saw this picture scroll by in my Facebook feed. Like, hold up! I zoomed in and gasped. This is a box of bandages [...]
Last week was a wonderful chance to connect with several other customer experience professionals at the Chicago Customer Experience Professionals Association (CXPA) Local Networking Event. We ate, drank and chatted about what issues we’re facing. One thing that comes up over and over again is how challenging it can be to close the loop on [...]
Customer experience improvement starts with honest evaluation. Goals for any organization naturally don’t align perfectly with the goals of their customers. There is a natural conflict of interest. The company wants profits. The customer doesn’t want to pay too much. Check that out. Conflict of interest! That’s why it’s so important to approach customer experience [...]
A few years ago, I figured out how to articulate something I knew in my gut: I only work with enlightened leaders. I say this because it takes enlightenment to really understand the importance of working on customer experience as a constant focus, not just a one-off project. It takes enlightenment to create a workplace [...]
If culture is king for a superior customer experience, as we’ve been saying around here, it seems working from home is the holy grail. It is fought over and debated, given and taken away, and preferred or not by many. 360Connext is a virtual company. That means that all of us – Chief Investigator included [...]
Sometimes it’s not just what you say: But how you say it: “Employees must wash hands before returning to their dead-end jobs.” (Clearly the second is not a sanctioned sign, but the fact a CUSTOMER snapped this photo tells us it fits a bit too well with the internal culture.) It’s not surprising to [...]
Look! I made a video for you! After being questioned about what a customer centric culture REALLY has to do with the outside customer experience, I decided the tell you just what I think. What does culture really have to do with the customer experience, anyway!? What do you think? Is the way we communicate [...]
People are often surprised to learn we work with many different departments when tackling their customer experience issues. Because customer experience touches so many areas of the organization, and because it often isn’t housed in one particular department, it’s not uncommon to work with a CEO in one organization and a user experience director in [...]
Company organizational culture is debated, celebrated and, in some cases, misguided. We’ve had some really great reactions to our focus thus far on how employee engagement and internal experience influence the customer experience of any company. Organizational culture is often seen as how companies treat employees – do they provide adequate time off and flexibility? [...]
We’ve talked about how important it is to create a powerful employee culture to deliver a superior customer experience. So how does money as a motivator work? It doesn’t. At least not the way you think. I’m really excited today to review Stan Phelps’s new book, What’s Your Green Goldfish: Beyond Dollars: 15 Ways To [...]
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