CX Management Archives - Page 2 of 4

5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Mar. 18, 2020 by Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial (Read More...)

Just Say No To Silver Platters — And Yes To Co-Creation

Jan. 16, 2020 by Kerry Bodine

I worked at an advertising agency for just over a year. (A year and a day to be exact.) Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d (Read More...)

NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

May 3, 2019 by Kerry Bodine

If you read my last post, you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial (Read More...)

On Resistance To Change

Mar. 16, 2018 by Kerry Bodine

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do. But the sad reality is that I don’t know of a single organization that’s customer-centered through and through—except for the ones that started out (Read More...)

Our Top 10 Customer Experience Posts of 2017

Jan. 28, 2018 by Kerry Bodine

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. I hope they inspire (Read More...)

Why You Need To Measure Journeys—Not Just Touchpoints

Oct. 2, 2017 by Kerry Bodine

The concept of customer journeys isn’t new to the customer experience world. Yet it’s taken some time for organizations to evolve from simply creating journey maps to actively using the journey as a framework for how they do business. One of the most exciting developments of the past few years is the recognition, in the (Read More...)

You Must Invest In Customer Experience

July 31, 2017 by Kerry Bodine

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. Here’s the gist of my post: The ACSI had created a stock portfolio comprising (Read More...)

On Fear And Daring

May 8, 2016 by Kerry Bodine

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, (Read More...)

Forward To New eBook on Customer Success

Mar. 21, 2016 by Kerry Bodine

The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door. And certainly, this focus on attracting, or hunting, new customers has been a short-term (Read More...)

Customer Experience First, Business Strategy Second

Oct. 6, 2015 by Kerry Bodine

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post, I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. (Read More...)