Featured Articles

3 Actions to Battle Customer Experience Fatigue

Many times, customer experience work is abandoned because it becomes overwhelming and starts to stall. Its critical to keep your focus on the top 10-15 touch points that will have the most impact on the business. Stay focused and success in one area will earn the right to expand the work.

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Are You a Company of Believers?

by Jeanne Bliss on January 27, 2015

in Decide to Believe

Are You a Company of Believers?

The actions of belief, such as trusting and honoring employees and customers, bonds people to a company. Believing is a unique and special characteristic that sets beloved companies apart. It makes them human.

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What’s in Your CX Toolkit?

by Jeanne Bliss on January 22, 2015

in Customer Experience Toolkit

Customer Experience Reliability

Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? Go to the Customer Experience Toolkit for more information on how to clear the hurdle of random experiences and set the foundation in product and service reliability.

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Customers as Assets - Belief and Investment Equal Growth

Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long term customer guides decisions on how a company welcomes new customers and develops existing customer relationships. The formula for success is Belief + Investing = Growth.

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Why Customer Efforts Fail - Eight Signs to Look For and Avoid

Most companies jump into the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. There are eight key issues that usually get in the way of making progress in your focus on customers inside your organization.

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customer-experience-reliability-assessment

Begin building credibility in the customer experience work by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with.

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Decide to Say Sorry _ The Peace Process

When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. Their genuine apology transforms into an opportunity that enables customers to think, “Who else would respond this way?”

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When Things Go Wrong

Apologies to customers get tossed about freely when things go wrong. But there’s more to an apology than “I’m sorry,” there’s a foundation that supports it and actions that repair the emotional connection. Does your apology have the essential components that give it meaning?

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Your Story in 2014

How you choose to correct something that goes wrong, how steadfast you are in delivering the goods, ensuring quality, and giving people what they want – these actions expose what you value.

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Do You Enable Service Delivery?

by Jeanne Bliss on December 18, 2014

in Customer Experience Toolkit

Enable Service Delivery for the Front Line

How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work.

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