Why a CX Manager Can’t Own the Customer Experience
Companies appoint a CX manager and quietly assume they've settled the question of who is responsible for the customer. Research and psychology both show why that's a trap, [...]
How to Make Sense of Mountains of Feedback Without Losing Your Mind
A few years ago, I spent an entire weekend reading customer comments about a banking app. There were just over a thousand of them, and I told myself [...]
Why customers remember feelings, not processes
Try to recall the last flight you took. You probably don't remember the check-in queue minute by minute, or the exact wording of the announcements, or how many [...]
CX in the Present Tense
Try working out, in your own company, how long it takes for a customer's problem to reach someone who can actually do something about it. Not someone who [...]
From map to action: making sure your journey map doesn’t end up in a drawer
A few years ago, I sat through a workshop where we spent three hours sticking coloured notes onto a roll of paper stretched across the entire meeting room. [...]
When Ordinary Satisfaction Says More Than NPS
Picture two companies. One boasts every quarter about a Net Promoter Score of around 45 and talks about it in meetings like it's a school report card. The [...]
Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on a satisfaction survey. In the second, they give [...]
