Seamless customer experience image
April 1, 2016

How to Build a Seamless Customer Experience

The exercise of creating a customer journey map provides the framework for creating a seamless customer experience. This structure enables you to build the reliable delivery of answers to customers’ questions that will improve their lives.


Customer Experience ROI - how to grow it image
February 25, 2016

Customer Experience ROI – How to Introduce And Grow It

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking.


February 4, 2016

Quickly Accept Accountability When Things Go Wrong

The role of the CCO is to unite the organization in building a one-company version of their customer journey. This includes knowing what to do when things go wrong and accepting accountability to repair the emotional connection with your customer.


Proactive Experience Reliabilty process image
January 21, 2016

Use Performance Metrics to Improve Customer Asset Growth

Reliability metrics & key performance indicators are the measure of what you did operationally. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention.