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CX Transformation
INSIGHTS
Problem 1: Unrealized Potential; the Top-level Issue
Most corporate CX strategies fail to deliver meaningful results. We know why.
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INSIGHTS
Problem 2: Despite What You Think, It’s a Data Problem
We now know that a main reason for CX program failure is lack of useful data.
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INSIGHTS
Problem 3: Analytics Need a Reboot for the Modern Age
We need radical change in how we collect and analyze CX data.
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INSIGHTS
Problem 4: Data Problems lead to Action Problems
Lack of reliable real-time data makes action impossible.
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INSIGHTS
Problem 5: You Don’t Know Your Own Performance
Lack of rules for measuring and publishing NPS results causes problems.
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INSIGHTS
Problem 6: The Empire Does Not Strike Back
History is littered with stories of large incumbents who failed.
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INSIGHTS
Problem 7: The Red Queen Theory is Still Valid
You have to keep running, just to maintain your position in the race.
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INSIGHTS
Problem 8: CX Programs Don’t Generate Results
Having a plan is critical to CX success. Project management skills are important.
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INSIGHTS
Problem 9: Post-Rationalization Comes Way Too Late
Managers often prefer their own preconceived ideas to the results of scientific CX research.
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INSIGHTS
Problem 10: Not All Customers Are Equal; Far From It
Not all customers are financially equal. The differences can be extreme in B2B.
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How Much Is a Customer Worth? Good Question.
There is currently no accounting standard for customer lifetime value. Here is our proposal.
Calculating the Value of Improving CX in a Product Business
This is an essential step in justifying CX improvement projects
The Relationship Between NPS Trends and Revenue
Here is the current state of NPS science, along with some pseudo-scientific counterpoints
Measurement
B2B Customer Experience measurement differs radically from B2C
Most of what you know about B2C CX measurement needs to be done differently for…
The Value of Repeat Responder Feedback
Validate NPS trends by looking at the responses of individuals who have also…
The Relationship Between NPS Trends and Revenue
New Approaches to CX Analytics in the world of expanding Data and Analytics
Execution
Customer Experience Is Not the Problem
Here is what sales leaders should be demanding from their insights teams
Engaging Employees in CX Transformation
Use these three dimensions to involve the entire organization in CX success
Three Serious Mistakes in CX Program Design
Three Big Blunders which ensure that failure is your fate
Cognition
You Want to Justify a CX investment? Forget the Scorecards.
Your CEO and leadership team don’t decide based on numbers
Human Cognition – Use Loss Aversion for Effective CX Communication
We humans are highly averse to perceived loss. Use this when communicating.
Cognition – Lies, Damn Lies, and CX Data?
Persuasion and the presentation of CX data