NPS® Isn’t Right for Renewals. But Feedback Is.

Same old Thinking

For many different reasons, one thing I can conclude about working in customer experience measurement: Net Promoter Score® (NPS®) is a polarizing topic. You either love it or you hate it. And my thought is always this, “If you’re using NPS to get a score, then it is just a survey and only benefits the […]

Are Your Customer Relationships Sticky?

There has been a lot of buzz and spin about “customer experience.” Is it just another trendy management fad that helps sell consulting time? Does it apply to my company? Peter Drucker says it best in his landmark book Management: Tasks, Responsibilities, Practices: “There is only one valid definition of a business purpose: to create […]

CMB’s Empact Model of Emotions

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Emotions have a place in customer experience management It’s about the emotions, or is it? On June 11, 2015 Erica Carranza, PhD and Brant Cruz, both of Chadwick, Martin, Bailey, highlighted their new model for measuring emotions known as Empact. They led off with a fundamental marketing truth – we act based on how we […]

Five Things I Like About The CXPA

People at the conference

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the founding corporate members of CXPA, it’s been exciting to watch the association evolve and contribute to the profession. Here are the top five reasons why I think […]

CX Leaders – What’s Your Story?

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Customer experience leaders are often called upon to do presentations. But what they deliver should be a story. What’s the difference? PRESENTATION: What comes to mind when you are asked to deliver a presentation about the experience of our customers? I tend to think about preparing an outline, developing data, coming up with my content, […]

Sea Island: Exemplifying the Employee Customer Link

waiter man dressing fish at restaurant

Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an amazing resort on the coast of Georgia where the rich and famous go to vacation.  I was out there last week to present the team member survey results to some […]

Emotions Have a Place in Customer Experience Management

Festival people, facial expression

It’s about the emotions, or is it? On June 4, 2015 Michael Allenson and Jen Rubin, both of Maritz CX, raised questions about how well are emotions integrated into the typical CX program. Much as we would like to think of ourselves as rational beings we each have emotions and they do impact us on […]

Mapping the Customer Journey

customer journey map

In a recent webinar, Michael Good, Brad Linville and Jeff Marr of Walker Information took time to speak about the intricacies of mapping out the customer journey. This has been a trending topic since the summer of 2014. Walker defines journey mapping as a process of developing an understanding of those things that your customers value […]

CX Trends, 2015 Style

CX trends for 2015

In a recent webinar, MaritzCX took a stab at highlighting five key CX trends affecting the customer experience. The five forces changing the customer-experience world include: “It’s about me” “Desperately seeking human” “I knew you wanted that” “The clear blurred line” “TechnoUbiquity” The stage was set first by reviewing the two primary types of companies: […]

Customer Experience Pros Need a Beginner’s Mind

fotolia kids in front of ferris wheel

There are three significant shifts that are happening simultaneously creating the perfect storm for customer experience professionals (among many other professions). These are: Cloud Social Mobile It is an understatement to say that the customer experience industry is in a state of change. It’s more like a rebirth because with this perfect storm we can no longer rely on […]