How to Build a Voice of Customer Programme That Actually Serves the Business
Almost every company I talk to tells me they have a "VoC programme" Voice of Customer, the systematic practice of listening to what customers say. Then I ask [...]
How to build a CX business case a CFO will approve
A few years ago, I sent our CFO an email asking for budget for a new feedback system. I wrote that customers "feel like we're listening to them" [...]
One complaint is a gesture; ten identical ones are a system failing
Last week a colleague from another company told me she was dealing with the same complaint for the third time that month, from three different customers. Each time, [...]
Your CX team can’t save the customer. The rest of the company can.
I know this situation well. The CX team is poring over survey results, NPS has dropped for the second quarter running, and when you go to discuss it [...]
Why CX Managers Lose in the Boardroom and How to Change That
Customer experience has the strongest business case of any department. And yet, in the boardroom, it's still treated as a cost not an investment. The problem isn't the [...]
Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B firms complain that their CX (customer experience) scores [...]
Why CX Programmes Die After Year One
Launching a CX (Customer Experience) programme is usually quite an occasion. There's a leadership presentation, a new team, sometimes even an internal press release. The Chief Experience Officer [...]
