Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. The...
Twenty years working in Customer Experience taught me that it’s about a mindset. The mindset leaks out into the organization, recruitment processes, measurement programs and eventually becomes your organization’s culture. The mindset becomes “the way...
Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns. Since email response is an issue many of you...
Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of...
My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast, The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we...
