3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

Why You Need To Establish Your Company Core Values List

Customer Bliss

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. Does a company core values list even matter, then? Why does a company core values list matter?

What’s Wrong With This Company?

Steve DiGioia

What’s wrong with this company? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m Continue reading… The post What’s Wrong With This Company? Management what's wrong with this companywhy do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Build a Customer Room and Engage the Company

Customer Bliss

Focus, prioritize, and commit to one-company experience opportunities. Have leaders pick one-company experience opportunities to improve or innovate. The post Build a Customer Room and Engage the Company appeared first on Customer Bliss.

Companies showing great CX in the wake of natural disasters

Customer Bliss

It’s good branding, yes — but it’s also what companies should be doing, regardless of size. Companies are part of a community and their customers (and employees) come from, and choose to live/work, in that community.

Companies Must Invest in Their Employees Now!

CX Journey

We know this, and yet many companies still refuse to make the employee experience a priority, focusing instead on stakeholder value, the bottom line, or customer experience without considering the implications of a poor employee experience to all of the above.

Why are Companies Failing at Customer Experience?


Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing.

Do Companies Like Net Promoter Score?

Experience Matters

The post Do Companies Like Net Promoter Score? Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics. Many are avid fans.

Start a “Kill a Stupid Rule” Movement at Your Company

Customer Bliss

Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. It puts a spark of energy into the company and keeps everyone focused on enabling employees to deliver value.

Is Your Company Led by Lean Leaders?

CX Journey

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers.

Why Are Some Companies Succeeding at Customer Experience?


Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as.

Customer Happiness Lessons for Any Company, Courtesy of Zappos


The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting. A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour.

Marketing Smarts Podcast: Is your company committed to customer experience?

Customer Bliss

Why every company should strive to implement customer-centric leadership. It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone.

The Most Affordable Ways to Hire Employees and Build Your Company Culture

Michel Falcon Experience

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

Video 51

11 Examples of Exceptional Customer Service From Companies That Walk the Walk


At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Or, maybe it was a software company that built […].

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One-company executive leadership: The key questions.

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?


It is becoming harder and harder to find a company who has not put ‘their left arm in’, so to speak, in attempting to focus more on the customer. Why do companies find it so hard to commit to CX?

4 Core Values of Any Great Company


Only a minority of companies succeed.

Smiley feedback company HappyOrNot unveils touchscreen terminal

Happy or Not

HappyOrNot, the company responsible for creating the globally-recognizable ‘Smiley’ feedback system, today announces the launch of Smiley Touch™, a touchscreen terminal that empowers customers to provide more feedback than ever before, and in turn supercharge company decision-making.

Customer Analysis: How about creating a customer room?

Customer Bliss

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.”

Why Your Company Needs a Journey Room

CX Journey

A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. Like most companies, we were boring, using the periodic table to find the right precious metals to name our packages.)

5 Traits of Customer-Focused Companies

Michel Falcon Experience

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience.

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

For example, as a company offering expert car valuation, Kelley Blue Book’s business depends on having an authoritative voice. Its insight community, the Kelley Blue Book Blue Ribbon Panel, helps the company gather long-term consumer data from over 11,000 automotive owners and shoppers.

Organizational decision-making drives customer loyalty

Customer Bliss

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Why Organizational Decision-Making Is A Challenge For Most Companies. I call this one-company leadership.

Why companies are focusing on their customer experience strategy

Vision Critical

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.

Double talk can murder CX strategy

Customer Bliss

We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of words tacked on a wall. Priority management is not very strong at many companies , sadly.). Double talk.

Every Company Should Practice What They Preach—We Do!


At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise.

Did Your Company Make the #CX Naughty List This Year?

CX Journey

Your company shows up on his CX Naughty List! There are (at least) five categories in which companies continue to fall down when it comes to the customer experience.

The Big Mistake Companies Make Repeatedly With Their Customers


The post The Big Mistake Companies Make Repeatedly With Their Customers appeared first on Promoter.io

4 Reasons Why Your Company Should Be Monitoring Employee Review Sites


If online customer reviews serve as an indicator of what people think of your company’s products and services, then employee reviews containing authentic, candid feedback are designed to help you achieve a better understanding of what your employees think of your organization.

CX process mapping: Kill a stupid rule

Customer Bliss

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. Managers around a company respond to one-off documents on email all day.

Why shopper insight is a valuable ingredient for CPG companies

Vision Critical

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space.

Happiness Affects How Consumers View Companies

Experience Matters

I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

Michel Falcon Experience

The post Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes appeared first on Michel Falcon. In this video, I explain how Net Promoter Score isn’t properly being used within organizations.

Achieving Success in a Small, Growing Company


Customer success managers (CSMs) are entrusted with retaining customers and optimizing their experience--a broad mandate that can look dramatically different between companies depending on industry, size, and culture. What makes customer success in a small company unique?

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. One way companies are bucking the trend is by driving costs down. Other retail companies are placing their bets on experiential retailing.

5 Habits of Highly Customer Focused Companies

CSM Magazine

Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Companies who lead in customer service don’t legislate it with policies and procedures – they live it.

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. In an interview with Reed, Miller shares his thoughts about the sad state of survey research and what companies can do about it. So how can companies battle the epidemic of surveys?