New Wisdom for Voice of the Customer

Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and one of three things usually happens: (a) the […]

Customer Experience for the Future: Momentum Drives Company Growth

Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth: programs and technologies that entice renewals and evangelism. Or you can invest in organic growth: processes, products and culture that make your company irresistible. If you ask customers which method they prefer, organic would be […]

Customer Experience for the Future: Collaboration Earns Trust

Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company’s various departments and processes. Are we in touch with reality?  Most companies relinquish customer experience management to the customer-facing functions.  Yet this, too, is precarious, as customer-facing personnel and touch-points are limited in effectiveness by the information, processes, […]

Customer Experience for the Future: Brilliance by Pattern Discovery

Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is connected to B, and whenever C and D are combined there’s […]

Customer Experience for the Future: Outside-In Beyond Skin-Deep

“Outside-in” is a popular term in the customer experience field. It refers to the importance of customers’ inputs as a guiding light for the inner workings of an enterprise.  In the quest for “outside-in” most companies have voice of the customer programs, loyalty programs, and high-touch service. Even so, these outside-in efforts are typically skin-deep. […]

Breaking Down Silos for Customer Experience Management

Since customers see their experience as a horizontal series of steps, are silos of experts across the company negatively affecting customer experience?  Yes. We’ve all been through the wringer in our own role as customers and found ourselves in a bewildering maze: “That’s not handled by us; so-and-so will have to take care of you.” […]

Model for Customer Experience Management Strategy

Strategy for customer experience management is lacking for most organizations, according to numerous studies, and lack of strategy is a cited widely by customer experience (CX) practitioners as a key obstacle to achieving business results. [1] A close look at the most prevalent CX practices underscores this dilemma: we’re “putting the cart before the horse” […]

Exploring The Elusive ROI of Customer Experience Management

Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings). The Focus on […]