customer experience

Gen Z - Experience Over Things

This is a special guest post, written by my daughter, Sydney (16)

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The Candidate Experience and the Customer Experience

I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016.

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Expectations: The Mother of All Frustrations

Expectation = frustration?

I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration.

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Why women should lead customer experience

Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience.

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Amazon Didn't Kill Your Store, You Did

Today my wife and I went to the local Home Depot to look for ideas for the walls in the small hallway where we keep the foster puppies. We were looking at some vinyl and porcelain options, trying to decide what would look good, but also be durable for the constant flow of puppies that come through our house, I believe 55 or so to date.

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Don't Be a #CX Loser!

Is your company a CX Loser or a CX Winner?

If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are!

And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.

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Do You and Your Customers Speak the Same Language?

I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016.

Do you train your employees to talk to customers in company language or in customer language?

Did you realize that your company has a language? Or that your industry has a jargon? And that those  often (most of the time) differ from your customers' language? When the two collide, this becomes a customer experience nightmare.

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Good and bad news about how older people use their pensions

This report from the Financial Conduct Authority is the most authoritative research I have seen about what older consumers do when they reach the age they can access their pension savings (that is 55 years old in the UK).

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CX Journey™ Musings: Customer Focus - at What Cost?

Customer focus... at what cost?

Are you kidding me?

I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?"

I happened to have just taken a sip of my coffee, and I think it came out of my nose. I cleaned up the coffee and held my breath, in hopes that the presenter would answer the question the way it should be answered. She did.

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CX Journey™ Musings: We Have All the Customers We Could Want!

We have all the customers we could ever want...

... said no business ever!

Oh wait.

Except for Sears.

Wow! What would ever possess a CEO to say that?

It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said:

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