In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling. Applied anthropology and ethnography take these studies out of the realm of academia and into the world of business and organizations. In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys.
Three reasons why a customer room has a positive CX impact on Irvine Company, and a free downloadable Customer Room Manifesto to help you build one in your organization.
I chat with two CX leaders from PTC, a SaaS company, about defining customer success, and the value of designing customer room for enhancing employee and customer experience.
There are four major tangible benefits.
I speak with Scott Dille of Northern Trust on his unusually broad Customer Executive Leadership role, and his path for leading and experience transformation. We also discuss his innovative Northern Lab human-centered design experience, and how to gain traction with human voice of the client work.
In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual, about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.
The power of the customer room is visual story telling. Set it up as an experience and a way for your organization to step through the customer’s life.
As you assess the maturity phase of embedding the five competencies, moving from ‘Commit’ to ‘Unite,’ there are four tactics to engage your leadership
The moments of truth enlighten the organization to understand the stages that form their interaction with their customers. They push the organization to create a common language and framework for understanding the touch points with the customer that cross the organization.
To make the guerrilla metrics stick, you need to take them out of the hordes of reports and paperwork and put them front and center. There’s nothing like the public accountability in the Customer Room to take the mystery out of what’s important and to start a friendly horse race among peers that motivates performance.