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Customer Experience Pros Need a Beginner’s Mind
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...
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The 5-Second Pause
I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a response...
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Beware, Predictive Analytics Can Make You Look Like an Idiot
If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are wrong. In their mind, you (or your model) will...
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Sea Island: Exemplifying the Employee Customer Link
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...
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Survey Says…
Many of our clients use surveys to help them understand part of their customers’ experiences. Typically, these surveys include sections that ask about different functional areas within the company –...
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CX Leaders – What’s Your Story?
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...
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Five Things I Like About The CXPA
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...
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Foolish CX: Don’t Be Tricked by Text Analytics
Does your text analytics implementation or VoC program seem like a joke? If so, maybe you’re falling for one of these blunders: Not listening appropriately: Not all data is created equally. Having a...
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Visualizing Complex Relationships
The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard’s infographic of Napoleon’s failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with...
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Paying Employees to Leave
I am sure many of you have read by now that Amazon pays employees $5,000 to leave. Technically they borrowed this idea from Zappos. The idea is once a year you basically have a buy out period and the...
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