The Economics of Net Promoter Temkin Group Report

The Economics of Net Promoter, published by the Temkin Group, examines the link between NPS and loyalty across 19 industries (airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software […]

Open-Source Compassion Network, A Guide to Practical Compassion from Leo Babauta, Zen Habits

From Leo Babauta Zen Habits blog post, A Guide to Practical Compassion, shares that: “To practice compassionate actions, you start with yourself. A lot of people see suffering in the world and feel bad about it, but they don’t know how to take action. The best way to take action is to take action with […]

Customer Enchantment: An Interview with Bob Caruso

Bob Caruso is a Managing Director at Endeavor Management bringing over 20 years’ experience in reinventing, redefining and energizing customer experiences. He’s been a part of the irreversible power shift in the relationship between customers and service or product providers and to the complex personalized experiences of today. As an alumnus of powerful global consultancies, […]

La Madeleine in Alexandria, Virginia

I was recently traveling in Alexandria, Virginia on business and stopped at La Madeleine Country French Café on King Street for breakfast. I went to pay for my meal and my personal credit card was declined. I was using my personal credit card because my corporate credit card was declined the night before. (Yes, my […]

Customer Experience Strategy, Measurement, and People

In Ian Golding’s blog STRATEGY – MEASUREMENT – PEOPLE, he provides a simple framework for managing customer experience. Here’s how Ian breaks it down: Strategy Ian warns that “Not knowing your strategy means that employees do not know what direction they are going in, and customers are unlikely to know what to expect.” Your CX […]

Ten Critical Components of a Great Customer Experience Journey Map

Jim Tincher is the Customer Experience practice lead at SMS Research Advisors. In his blog post, Customer Experience Journey Map – the Top 10 Requirements, he shares with us detailed criteria they use to design and build their journey maps: Represent your Customer’s perspective.  The customer experience map needs to represent the interactions as your […]

Jeanne Bliss’s Five Customer Experience Competencies

The first book I read on customer experience was Jeanne Bliss’s Chief Customer Officer. Like many of us, it changed my life. In Jeanne’s blog, Framing the 5 Customer Experience Competencies, she shares with us the five CX competencies. She states right up front that: “To make customer experience stick as part of your operation, […]

The Four Customer Experience Core Competencies

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained […]

Customer Experience Design Best Practices for Mobile

Forrester (and others) have put out some useful tips for designing experiences for mobile including Mobile App Design Best Practices and Best Practices in Mobile Banking. What I like best is seeing the fundamentals of experience design being applied to mobile. Here some basics: Take a Systematic Approach to Understanding Your Customers Success in designing […]