Well, are you really listening and responding to your customers’ voice? Think about it. After all, it is one narrative to tell people you listen to your customers’ voice. However, realistically, you just wait for an opportunity to interject your own agenda into the conversation. Alternately, it is a completely different narrative when you listen,… [Continue Reading]
Are You Really Listening and Responding To Your Customers’ Voice?
Establishing Your Voice on Cross Functional Teams
How do you establish your voice when working with cross functional teams? For some of you, this idea is completely daunting. Why? Because cross functional teams have lots of “those” people on them. You know. Professionals from the “other side” of your organization: the people whose professional behavior intimidates you the most. First, because you… [Continue Reading]
How Qualifying Customer Experience helps Us Quantify CX
Qualifying customer experience is more important than quantifying CX. There. I’ve said it. Think about it. We can quantify anything. Just survey a bunch of people and draw conclusions based on either rock-solid (or fairly dubious) analytics. Publish the results. Then, hope that somebody who actually understands those numbers (and statistical techniques) does not question… [Continue Reading]
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