March 17, 2015

Diminish the Funky Task Force to Focus on Important Tasks not Reactive Tasks

Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced. There’s the mad dash to try to see how the data coincides with each operating area. A leader requests several groups work together to “solve the situation.” This begins the cycle of many meetings, ideas and proposed actions, but little movement.


January 15, 2015

Why Customer Efforts Fail – Eight Signs to Look For and Avoid

Most companies jump into the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. There are eight key issues that usually get in the way of making progress in your focus on customers inside your organization.


September 23, 2014

Eliminate Clashing Silos from the Customer’s Experience

We force customers to figure out our organization charts in order to do business with us. When we deliver a defaulted experience, the discontinuity in the experience is often where the organizational breaks exist. It is in these hand-offs that customer experience failures occur.


May 8, 2014

Why a Unified Cross-Silo Customer Experience is Important

The lack of a unifying purpose for customer treatment across the silos and a hodgepodge of inconsistent metrics means that different parts of the organization deliver to customers at varying levels of performance. The delivery of service frequently goes up and down based on the mood, competence, or opinions of the person interacting with the customer.


February 5, 2013

Can You “Jump a Fence” to Serve a Customer?

The silos often get in the way when we are serving customers. We deliver a broken up experience when the data does not connect – and so the frontline is compromised with lackluster information. Customers are triaged, put on hold, or passed from one person or department to another.

Can you “jump a fence” to connect the silos and data? Rackspace makes it easy to get help, support, and service without the customer “hot potato.” They connected the team to give customers peace of mind.


August 16, 2012

3 Tools to Evaluate Your Customer Experience Stages

The shorthand for the CCO role is reframe the work of the business through the lens of how the customer experiences your company. Start clarifying the customer work across the organization by utilizing three tools to help you define delivery, accountability and metrics. Tool 1: Define Customer Stages. Tool 2: Identify Cross Silo Dependencies. Tool 3: Evaluate the Silo Impact Across the Customer Experience.


May 15, 2012

Why Annual Planning Hurts Customer Profitability

Annual planning is perhaps one of the greatest missed opportunities regarding customers. Everyone’s budgets and plans get cobbled together. We miss the opportunity to strategically forge ahead on key things that would have an impact for customers.

Are you capitalizing on annual planning? Do you utilize data, customer feedback and real time outcomes to manage customers as assets?