2 03, 2018

The Customer Experience Litmus Test

By |2018-03-02T03:56:21+00:00March 2nd, 2018|Categories: Customer Experience (Cx)|0 Comments

If “experience” means, "practical contact with, and observation of, facts or events." Then Customer Experience is about, “your customer’s practical contact with, and observation of, facts or events." If “practical” means, "of, or concerned with, the actual doing or actual use of something rather than with theory and ideas." Then Customer Experience is, “my customer’s actual (not theoretical) contact with, and observation [...]

2 03, 2018

What is a customer experience “expert” exactly?

By |2018-03-02T03:55:44+00:00March 2nd, 2018|Categories: Customer Experience (Cx), Customer Strategies|0 Comments

First, a sincere disclaimer… I did not write this post with anyone in mind. Yes, I did a quick search on LinkedIn for present and past titles with the words “customer experience expert” and got 1,050 results on LinkedIn… I understand that the title is a great way for people to find you and a vehicle [...]

2 03, 2018

A Rose by Any Other Name is Still a… Cow???

By |2018-03-02T03:54:41+00:00March 2nd, 2018|Categories: Customer Experience (Cx), Customer Strategies|0 Comments

I saw an advertisement today that read "Customer Service Is Over, Customer Experience is the new champion. Make sure you're getting CX right." My first thoughts (almost immediately) were: a) Another misguided attempt to replace a concept that does not need replacing, and b) How do you get "Cx right" without service? Unfortunately, this is a [...]

2 03, 2018

Do your Customer & Employee Experience efforts lack business sense?

By |2018-03-02T03:53:29+00:00March 2nd, 2018|Categories: Customer Experience (Cx), Customer Strategies, Employees|0 Comments

Every week I read a new post about the "emergence" of employee experience (lets call it Ex) as a priority and essential element of customer experience (Cx) success. Some companies struggle to prioritize employee-focused vs customer-focused efforts, and build cultures that care about both. But dialog on this topic is beyond new or emergent. I don't [...]

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