Today, let’s you and I have a chat about why it’s important for some of you to become comfortable being professionally uncomfortable. Think about it. Are you comfortable being professionally uncomfortable, or not? Regardless of your professional discipline, your level of education or your current job function, you either crave comfort or target discomfort, in… [Continue Reading]
Become Comfortable being Professionally Uncomfortable
Why Exit Interviews provide a Customer Experience Reality Check
OK, exit interviews are tough. However, conducting them is one of the best ways to gauge the validity of customer experience (CX) survey results. Let’s face it. No one likes to recall their epic business fails. So, there is a tendency to focus on the positive, rather than dwell on the negative. And as long… [Continue Reading]
Why Customer Micro Experience Specialists impact Customer Retention
Consider the impact of customer micro experiences on your overall rate of customer retention. This phrase often refers to business-to-consumer (B2C) marketing activities, including retail spaces created for specific customer niches. However, let’s talk about the impact of customer micro experience specialists in business-to-business (B2B) interactions. Often, the primary catalysts for customer retention are hidden… [Continue Reading]
How to perform Customer Base Triage and Why It Matters
Typically, customer base triage is conducted in reaction to a large number of customer casualties. These casualties are in the form of loss and/or defection to the competition. And this defection has been going on for quite a while. However, like a slow leak in a tire, you miss the signs that something is amiss…. [Continue Reading]
Experiencing IoT Quality in The Experience Economy
Putting the phrases “IoT Quality” in the same sentence as “The Experience Economy” makes you think, doesn’t it? After all, what picture is created by the phrase “customer experience,” the hallmark of The Experience Economy? Most of us think about our daily interactions with products, services and software interfaces. Then, we picture whether, or not,… [Continue Reading]
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