Featured Articles

How Real Are You? Decide to be Real

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.” They encourage employees to take the best version of themselves to work and into their relationships with customers. Setting the tone to “be real” are often the leaders inside these companies, who make it okay for everyone to do the same.

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Vanilla Communication 1

Would you want to read your company emails, packing slips and bills?You’ve defined the stages of the experience and the moments of truth that comprise all of the experience touch points. So, where are you with your communication to your customers?

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Decide to Believe - Do You Trust Customers and Employees?

You will increase your prosperity by deciding to believe in your customers and your people. The decision to believe is core to beloved companies. Having this ability is the foundation for building the kind of company that employees love and customers want to be associated with.

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What Defines Your Experience _ Clarity of Purpose

Are your employees clear about what you deliver to your customers and why its different?
Would ten random employees in your company give the same answer when asked, “What is our purpose?”
Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about.

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10 Customer Leadership Aptitudes

A Customer Leader has to be a pied piper, strategist, and illusionist. You must be able to paint the future with customers, lead people to it, be realistic about what can be accomplished, and then actually get something done.
There are ten critical aptitudes that I have seen in the people who are the most successful with this mission. Evaluate each aptitude for yourself and your team, to determine if its a strength or a weakness.

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Intent and Motivation

With each shipment you make, with each call, with each customer contact, decide what you want your customers to get from you. Decide how you want them to describe you. Making it happen begins with how you make decisions. It’s all about the intent and motivation that guide your CX decisions.

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3 Actions - Decide to Be Real

Attitudes and actions embody what is behind beloved companies. Strategic hiring and on boarding actions will help the front line deliver service based on the needs of your customers.

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7 inhibitors to customer experience success

To make sure your customer experience work stays on track, you need to constantly manage the seven inhibitors of customer experience success.

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Build a Listening and Understanding Engine

Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips. All you have to do is listen to customers tell you what is broken and fix it

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Repair the Emotional Connection - Decide to Say Sorry

All decisions contribute to the delivery of a meaningful apology. Your apology (how you say sorry) is your humanity litmus test. It’s unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization.

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