Customer Experience Reading List For Senior Execs

Our research shows that an increasing number of companies will focus on customer experience in 2012. So there will be a new cadre of senior executives beginning to learn about customer experience. As they gain interest, they’ll look for materials for getting up to speed. Here’s a short list of posts that I’d recommend sharing with these CX newcomers: The 6 Laws Of Customer Experience. Every executive should understand these fundamental drivers of how organizations deliver customer experience. The Four Customer Experience Core Competencies. The path to customer-centricity requires mastering these four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. The report Read More …

What If Customer Experience Has No ROI? (Part 3)

Here’s the 3rd (and final) installment of What If Customer Experience Has No ROI? You can download a .pdf of the entire article. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Tips For Making The Case With ROI If you’re in a position where you have to make the case for customer experience based on business results and ROI, here are some recommendations to keep in mind. Enlist your CFO. You may Read More …

What If Customer Experience Has No ROI? (Part 2)

Here’s the 2nd installment of What If Customer Experience Has No ROI? … * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Who cares about ROI anyway? Most executives care about the ROI of just about everything they invest their time and/or money on. But they are only partially satisfied with the results of generic, industry-level research findings. They want to know about the specific ROI for their customer experience efforts. If Read More …

What If Customer Experience Has No ROI?

I wrote an article for the 1to1 Journal called “What If Customer Experience Has No ROI?” Rather than just drop a long article into my blog, I will publish pieces in different posts. Here’s the first installment… * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * I’m often asked the question: “What’s the ROI of customer experience?” To some degree, that’s a silly question. It’s like asking what’s the ROI of technology Read More …