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Three years ago, Nicole Newton (then Director of Customer Experience with Thomson Reuters, now at Heart of the Customer) spoke at a Market Research Association (MRA) conference. The topic was “Moving from Insights to Action,” about making the move from Market Research to Customer Experience (CX), as we both recently had. The biggest change we discussed was that in traditional market research you’re expected to develop a clear report that shows the research results and the insights generated from the work, and then you’re done. When we moved to CX, the rules changed. We still needed to do thorough research and generate insights. But CX requires you to go ...
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Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth. Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 1 When you think about it, that makes a lot ...
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XCX: The US Open

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Each Father's’ Day weekend, I commit myself to an afternoon of couching and watching Professional Golf’s US Open. There is nothing like it in all of golf.   This year, the Wisconsin weather changed drastically on the final day of the US Open, yielding winds of 25+ MPH. Friends, this means the golf ball will vibrate and move without a golf club even touching it.   Mike Davis is the Executive Director & CEO of the United States Golf Association, known as “The USGA.” The USGA faced a serious CX issue as intense wind could prevent golfers’ tee shots from reaching their full potential while falling short or blowing off course into the tall grass. ...
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XCX: The Delta Force

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The Delta Products shower head exploded. Seriously. Water everywhere in my daughter’s bathroom. A tiny “O-Ring” blew out, leaving a mangled & dangled remnant of a water seal hanging from the shower head. A call to 1-800-345-DELTA (of course) yielded a live person. Mr. Delta reported no replacement part was available. Mr. Delta then asked for my shipping address so he could send a replacement shower head; free of charge. Even shipping was free. Friends, I didn't even have to prove to Mr. Delta that I even owned a Delta Products showerhead. Wow. Mr. Delta said the free shower head would arrive in about 10 business days. The free shower head arrived in ...
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A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down each person’s seat as they boarded.  Being a CX kind of a guy, I decided to post feedback to the website. I can honestly say I’ve never received this type of response before:  Thank you for contacting us regarding your travels with Air Canada.    We appreciate your feedback and you can rest assured that an Air Canada representative ...
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How does one ‘summarize’ 2 days when the best and the brightest of the CX world converged in Phoenix to share, learn and evolve? Since chronological essays are not my forte, I shall focus on presenting my perspective a week after the event, for it has taken me a while (yes, I am a touch slow) to truly understand (albeit in a limited fashion) how each stakeholder sees the space of customer experience.   Given our newbie status in the CX space and this being our very first CXPA event, we saw 3 perspectives at play at the event: Customers (or potentially so) Partners Competitors And the good people at CXPA who are all of these and truly ...
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Before you can start a successful journey mapping initiative, it’s critical to think through the specific journey you want to map. Participants in our  Best Practices in Journey Mapping  survey referred to this as “Select the right journey to map.”  This takes deliberate thought. If you go too broad, you may not have enough detail to move the needed parts. If you go too narrow, the impact may be too small.  Types of Maps  There are three types of maps to consider:  An end-to-end  Experience Map   A specific  Journey Map   A limited  Touch Point Map   Let’s talk about each of these in turn, then discuss how to decide.  An End-to-End ...
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This post originally appeared on CX Café . It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis . This indicates the relative positivity (or negativity) and strength of the attitude expressed in any particular post. By using statistical techniques to compare sentiment analysis scores of customers against measures of their online interactions with companies over time, it’s now possible to see what factors in SM interactions drive customer sentiment. New research ...
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2017 CXPA Insight Exchange Show and Tell Resources  - EXPERIENCE DESIGN, IMPROVEMENT AND INNOVATION CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.  Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned.  Some of those presentations and resources are now available to CXPA members.  You can find the slide decks linked below.  We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics. *Some table topics do not have associated slides decks, and ...
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2017 CXPA Insight Exchange Show and Tell Resources  METRICS, MEASUREMENT AND ROI CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.  Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned.  Some of those presentations and resources are now available to CXPA members.  You can find the slide decks linked below.  We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics. *Some table topics do not have associated slides decks, and or we are working ...
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2017 CXPA Insight Exchange Show and Tell Resources  ORGANIZATIONAL ADOPTION CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.  Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned.  Some of those presentations and resources are now available to CXPA members.  You can find the slide decks linked below.  We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics. *Some table topics do not have associated slides decks, and or we are working with ...
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2017 CXPA Insight Exchange Show and Tell Resources  CUSTOMER-CENTRIC CULTURE CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.  Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned.  Some of those presentations and resources are now available to CXPA members.  You can find the slide decks linked below.  We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics. *Some table topics do not have associated slides decks, and or we are working with ...
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2017 CXPA Insight Exchange Show and Tell Resources  VOICE OF THE CUSTOMER, INSIGHTS & UNDERSTANDING CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.  Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned.  Some of those presentations and resources are now available to CXPA members.  You can find the slide decks linked below.  We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics. *Some table topics do not have associated slides decks, and ...
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1 person recommends this.
2017 CXPA Insight Exchange Show and Tell Resources  CUSTOMER-CENTRIC CULTURE CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions.  Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned.  Some of those presentations and resources are now available to CXPA members.  You can find the slide decks linked below.  We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics. *Some table topics do not have associated slides decks, and or we are working with ...
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The US CXPA Insight Exchange in Phoenix proved to be a phenomenal place to relax and gain some awesome CX best-thinking in a beautiful setting!  We were able to connect with our “tribe” and continue build our community of personal and professional cheerleaders and champions. The connections we make at our national and local events sustain and feed us throughout the year with motivation, energy and ideas. One of our most popular – and most requested – activities at the event is our Unwound Sessions.  These small group sessions allow practitioners to discuss their challenges and share how they solve them.  It’s great to get new ideas that help us all to transform ...
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Fellow CX'ers, How does one ‘summarize’ 2 days when the best and the brightest of the CX world converged in Phoenix to share, learn and evolve? Since chronological essays are not my forte’ I shall focus on presenting my perspective a week after the event, for it has taken me a while (yes, I am a touch slow) to truly understand (albeit in a limited fashion) how each stakeholder sees the space.   Given our newbie status in the CX space and this being our very first CXPA event, we saw the event and saw 3 perspectives at play: Customers (or potentially so) Partners Competitors And the good people at CXPA who are all of these and truly a ...
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I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts to engage customers.  Perhaps you’ve seen that some higher-end hotels are sending welcome texts as a simpler way to engage customers and to show responsiveness. I first experienced this at the Hilton Toronto, which greeted me with:  Good evening, Mr. Tincher. Welcome to the Hilton Toronto! True to our MAKE IT RIGHT commitment, if we can assistant with anything, anytime, simply text us. – [Name]  What a great idea! Easy for me, and just one text. If I don’t need anything, our interactions are over. But I now have a low-effort way ...
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It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why are they so low? You’ve gone through and removed barriers, but your customers aren’t showing the love. It might not be what you’ve done. The problem may be their reference point. The more time you spend in a company, the more your perspective shifts. We all try to maintain the “beginner’s mind,” where we see things as if they were fresh. But here’s the thing. Your customers don’t really have a beginner’s mind, either. They don’t actually judge your experience on its own merits, but by a separate reference ...
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Originally posted on LinkedIn When you're leading any type of organizational change, especially the type of change a customer experience (CX) leader is tasked to bring to an organization, you're constantly communicating with people throughout the organization about the nature of the work that needs to be done. Synthesizing and sharing data, uniting disconnected silos, and driving attention to customer needs on new products and business process improvements, for example, is just part of the daily work. "You're always selling something . " "You're always selling something ," is a gem of a phrase I picked up from the boss during my Ernst & Young ...
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Digital Containment Means Customer Service Efficiency The last time I moved to a new home, something about the truck I’d rented caught my eye: There was an auxiliary gauge providing instant, real-time feedback on my fuel economy. Now, I know it’s common for newer vehicles to offer that information via digital readout, and perhaps some larger commercial vehicles have such a gauge alongside the speedometer and tachometer. However, this one was affixed to the pillar, quite conspicuously, as if to ensure you’d notice it above all others:  Weighted down with most of one’s possessions, these trucks are not known for their fuel efficiency, and if you are ...
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