Happy Customers Lead To Happy Shareholders
![Catch Up On Our Most-Read (And Must-Read!) Posts From The Past Year](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1200" height="600"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the (Read More...)
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever (Read More...)
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I’ve organized the questions according to the Journey Management framework that I presented (Read More...)
![Q&A From My Webinar: The Path To Journey Management](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1024" height="512"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight, a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them (Read More...)
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...)
![Who’s Hiring Journey Managers?](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1200" height="675"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared (Read More...)
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. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our (Read More...)
This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first three posts focused on technology, the ubiquity of contexts in which practitioners are now applying service design, and the discipline’s need for coaching. This final post will (Read More...)
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...)
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...)
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