Innovation is a process of discovery according to Leading Your Team into the Unknown, HBR.org. The accomplished innovation leader: Works more by example than by dictate Asks questions rather than make decisions Clears a path to the unknown for the innovation team rather than identifying the end goal Gives people the right kind of time, … Read more
Information Technology (IT) refers to anything related to computing technology, such as your computer network, hardware and software that connect you to the Internet, and the people that work with these technologies. Many organizations have an IT person or department depending on their needs. As we are at the intersection of the Information Age and … Read more
We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers.” We … Read more
Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate 2014 in San Francisco. We shared that these “Experience Makers” dominate their industries and change customers’ lives. We shared insights about leadership, best practices and decision making, based on the interviews … Read more
It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.
Amazon.com has built automated systems that detect when a customer hasn’t paid the lowest available price for a product, or when the playback of a streaming movie is shoddy, and doles out refunds. In one example cited by CEO Jeff Bezos, they detected poor playback for a customer who rented the movie “Casablanca” online and … Read more
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 … Read more
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 … Read more
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 … Read more
Annette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As Annette states, “There are a lot of general life lessons that can be applied to the world of customer experience.” Here are the ABCs she shared: Accept Differences: Customers are … Read more
The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty and profitability, this report spells out the 25 best practices based on interviews with companies that lead in this area. Here are the results: Inform 1. Follow a thorough communication … Read more
Jason Fried, of 37 Signals, wrote this in his recent blog, Pruning: Making room for something new: “It’s so easy to create (because creating is fun), but it’s also easy to ignore (because ignoring doesn’t involve work). Over time, if you create too much and don’t clean it up, you can lose control over quality. Quality, … Read more