The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed…
Tag: featured
‘More than just the product’ – the evolution from product centric to customer centric
I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special…
Has your CX transformation stalled?
The good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved…
NPS Best Practices
I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy…
How to become a butterfly – thriving in a VUCA world
Have you seen the movie Selma? It’s about the American Civil Rights Movement’s defining march from Selma, Alabama to the state’s capital, Montgomery in 1965. I…
Customer-centric culture starts at the top
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are…
Coronavirus isn’t the only thing killing the aviation industry
Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to…
Coronavirus Travel: What does hospitality mean now?
Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago.…
Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In…
Horror customer experience
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the…