November 5, 2015 Mapping the Maturity of Your Customer-Driven Growth Engine As the five CX competencies of the customer-driven growth engine are embedded, actions and behaviors will evolve through the five year continuum. Read Full Post
November 3, 2015 Gaining Leadership Commitment is Your First CX Competency Milestone Gaining leadership commitment to the five competency framework is your first milestone. Your work hinges on c-l-a-r-i-t-y. Read Full Post
October 29, 2015 Start a “Kill a Stupid Rule” Movement at Your Company Worn out rules frustrate employees and customers. Stupid rules cause repeated work-around activities by employees and force them to exercise one-off heroics. Read Full Post
October 27, 2015 Present Customer Asset Metrics in Whole Numbers of Customers, Not Retention Rates Customer Asset Metrics track what customers actually did versus translating (and debating) what they say they might do via survey results. Read Full Post
