Innovative CX

Chick-Fil-A knows how to do Chicken and CX!

Innovative CX

I must admit that I’m considered a “late-adopter” when it comes to technology. I’m not the first one to buy the latest smartphone, convert from cable TV to streaming apps or leap into the world of social media. So, it was with Chick-Fil-A.

Creating a multi-generational culture to support your CX strategy.

Innovative CX

Baby Boomers, Millennials, Gen Xers and Gen Z’s make up our current workforce, but each has a unique set of needs. How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Consider these examples.

A New Paradigm for Attracting Talent?

Innovative CX

This article was co-authored with my colleague and friend, Carol Kaemmerer. Why aren’t we marketing to prospective employees much like we do prospective customers? Companies are battling for talent.

Globalization and CX Podcast

Innovative CX

Take a listen to the latest podcast with Steve Walker from Walker Information and me as we discuss the challenges and opportunities in aligning your customer experience strategy as you grow your organization globally.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

This Too Shall Pass

Innovative CX

What reactions have you encountered with the execution of your CX strategy? Have you heard or said the phrase, “This too shall pass?” I certainly have from time to time in my career.

Who “owns” the customer? The answer may surprise you!

Innovative CX

What’s your gut reaction when you hear the question, “Who owns the customer in your organization”? A frequent response I hear is, “Everyone does!”. While that may be an expected, even a noble answer in the world of customer experience, is it the right one?

Are we making it too complicated when trying to improve the customer experience?

Innovative CX

I’m continually amazed how difficult it is to do business with organizations of all sizes across a variety of industries. For some reason, when we walk through the doors of our organizations, we sometimes forget that we too are consumers.

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Five Ideas to Address the CX Naysayers in Your Organization.

Innovative CX


Top Down or Bottom Up?

Innovative CX

What’s the best approach for executing an effective CX strategy? Is having the CEO’s endorsement the only way to successfully execute a CX strategy in your organization? Can you implement an effective CX strategy on your own within your own department or function?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The 7 Habits of Highly Effective People For a Better CX

Innovative CX

A leadership guide that could help improve your customer experience! One of my all-time favorite books is The Seven Habits of Highly Effective People by Stephen Covey [1]. Released in 1989, it has since sold over 25 million copies worldwide [2].

We're Hiring!

Innovative CX

This phrase seems to be everywhere these days. With record low unemployment and an economy that keeps surging along, employers are in desperate need of employees to serve their customers.

Ask these 3 questions.

Innovative CX

And your customers and employees will have a better experience with your organization! As a rule, I’m not a fan of lists such as these: · 10 steps to improving your CX. · 5 methods to improve your contact center performance. ·

I can't afford to invest in CX!

Innovative CX

“We’re totally focused on getting our products out the door or delivering our services”, said a small business owner to me. In the past, if someone had said that statement to me, I would have said, “You can’t afford NOT to invest in CX”.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

The Three-Legged Stool of Customer Experience

Innovative CX

People, Processes and Tools. I hear them often in discussions and presentations as critical to the execution of an effective customer experience in an organization.

Customer Experience: Program or Mindset?

Innovative CX

During our lives, I imagine most of us have tried to learn a second language. Possibly because we were required to in school, we were traveling to a foreign country or we simply wanted to expand our knowledge of other countries and cultures.

Transactions or Relationships?

Innovative CX

Do your customers want transactions or relationships with your organizations? This is typically the first question I ask when speaking with aspiring professionals about customer experience strategy and design. It isn’t intended to be a trick question. The answer is simple – it’s both.

When Mistakes Happen.

Innovative CX

And you know they will if humans are involved in delivering products and services to your customers. Are you ready? Do you have an effective service recovery process in place to handle those mistakes?

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

What's in a Name?

Innovative CX

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” I know I have been all too frequently. The noble and perhaps expected answer is “everyone does”.

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Your Satisfaction Guaranteed!

Innovative CX

Do guarantees help or hinder your customer’s experience? In this post, I revisit another “oldie but goodie” HBR article. Lowest Prices guaranteed! 100% satisfaction or we’ll make it right! Get it in an hour or it’s free! Make your best deal and we’ll beat it or pay you $500. Guaranteed. Period.

Simply the best.

Innovative CX

I recently posted a favorite quote of mine by Alan Turing… “Sometimes it is the people no one imagines anything of who do the things that no one can imagine”. During my travels last week, I encountered 2 individuals delivering exceptional customer experiences.

Will 2019 be your CX program’s ‘bifurcation point’?

Innovative CX

Evaluate your CX program against these indicators. The Bifurcation Point. Have you heard that term before? I did, many years ago and wondered what it was. Chuck McFall, a well-respected expert and consultant in the area of product management first introduced me to the term.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Could these be your "Customer Experience" New Year's Resolutions?

Innovative CX

Small Steps. Don’t ‘boil the ocean’ when it comes to your CX initiatives. Instead, work on very focused actions that can have immediate impact like changing a policy or improving a process. Listen. Commit to calling 5 customers a month.

If CX is #1 - Why Do These Things Happen?

Innovative CX

In a previous blog post I mentioned that I was presenting to a group of 200 service executives and asked a simple question – how many had checked their IVR in the last 24 hours? No one. Last week? No one. Last month? A couple of hands were raised.

The One to One Future. Building relationships one customer at a time

Innovative CX

A few weeks ago, I was perusing my archives and came upon the HBR article, Staple Yourself to an Order which I blogged about [ [link] ] because it was impactful to me in the early 90’s and still is today.

Do you have "boil the ocean syndrome"?

Innovative CX

Boil the ocean. Solve world hunger. I’m sure you’ve heard these terms in your organization at some point in time. Too often in speaking with my CX colleagues, I hear this phrase as well, feeling as if they must boil the ocean to implement their CX strategy.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Staple Yourself to an Order

Innovative CX

In 1992, I read a Harvard Business Review article entitled, Staple Yourself to an Order by Shapiro, Rangan and Sviokla. This article has stuck with me through the years. I’ve recommended it to my colleagues and clients as something to consider when talking about improving their customer experience.

Would the Sharks invest in your CX strategy?

Innovative CX

I admit it. I’m addicted to the television program, Shark Tank. I DVR new and repeat episodes and watch them when I can. I’m intrigued by the variety of entrepreneurs and what causes Sharks to decide to invest.

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How to Disrupt Your Competition


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How to Improve Your Customer Satisfaction Score (CSAT) Score


Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

How to Take Action on CSAT Feedback


Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. .

NPS, CES, CSAT: Which One is the Best Metric?


NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Get Inspired at the Experience Management Event of the Year


EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event.

How to Prove the ROI of Your Voice of the Customer (VoC) Program


They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!