Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in 1997 with their Service Profit Chain. So that there is a hype and interest on how to improve […]
Customer Experience Management: The 5 Success Factors of Your Customer Experience program in 2019
On November 14th 2018, I had the honor of presenting my methodology on Forrester’s CX Europe forum. I shared my story along the line of the 5 pitfalls in most customer and employee experience programs. Below you find a short explanation of the 5 pitfalls. And how you can turn them into success factors for your […]
Chief Customer Officer : Pros and Cons of the CCO (The Sense and Non sense series)
When you look at studies about the customer experience (CX) maturity levels in organisations, an often used plus is the presence of a Chief Customer Officer in the board of the organisation. I would like to challenge this maturity assumption or at least put the assumption in perspective. Easy year one An organisation that starts […]
Customer Experience Management (CEM) v. Customer Relationship Management (CRM) v. Customer Contact Management (CCM)
While I was designing a Customer Experience Management course, I received a question: Can you make sure that the students clearly understand the difference between CRM (customer relationship management), CEM (customer experience management) and CCM (contact center management)? That sounded like a nice challenge to me, and a relevant comment, so I’d like to share […]
Emotional v. Functional Customer Experience: Know What Your Customers Want
Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have already suggested an alternative perspective, with their account of the importance of convenience […]
Improve My Satisfaction Where It Matters: The 10 questions for Email and Call
One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from a recent analysis of call and e-mail drivers of customer satisfaction. As a […]
Success in Customer Experience? Don’t Ask Your Customers What’s Important.
Latent needs make or break customer perception While studies concerning the role of our subconscious do not entirely concur, they all quote an influencing factor between 75 percent and 95 percent. Given the magnitude of that role, why do the vast majority of surveys aimed at improving customer experience explicitly ask customers what matters to […]