Debriefing the CXPA Members Insight Exchange

Don’t miss the 2013 Members Insight Exchange in San Diego on May 14th and 15th I just finished two fantastic days in San Diego at the gorgeous Hotel Del Coronado for the CXPA Members Insight Exchange. As with last year’s event, there was a ton of energy throughout the two days. And there should be. We’ve just crossed 1,500 members and there are great things going on across the Customer Experience Professionals Association (CXPA). Here’s one of the slides that we used to kick off the event that provides a good sense of what the CXPA is all about: Since Read More …

Management Imperative #6: Practice Good Social Citizenship

In a world where companies can control information leaks and quickly hide their mistakes, there’s little need to worry about public relations gaffs like exploiting underage workers in developing nations, dumping pollutants in remote settings, or overselling mortgages to needy home buyers. But we don’t live in that world anymore. The Internet has created an enormous spotlight that quickly shines on any corporate malfeasance. Whether it’s the uproar of a community of bloggers or an embarrassing video posted on YouTube, corporate executives can expect large numbers of people to learn about their mistakes. In this environment, where the cost of problems has dramatically increased, companies need to step up their commitment to corporate social Read More …

BofA + Merrill, The Customer Experience Angle

With Bank Of America buying Merrill Lynch, I thought I’d weigh in on the deal. Rather than joining the discussion about what it means to mega issues like the economy and financial markets,  I’ll talk about the impact on customer experience. Let me start with my overall assessment: it can’t hurt too much. In Forrester’s Customer Experience Index (CxPi) which ranked 112 US firms, Merrill Lynch came out 49th overall and next to last out of 10 investment firms; only beating out E*TRADE. It’s key problem: The investment firm is not easy to do business with. Bank of America came out even lower, 91st overall, which was Read More …

Authenticity Is (Unfortunately) A Novel Idea

I don’t think that anyone would promote being fake as a good strategy. Yet, many firms end up trying to convince customers that they’re something that they just aren’t (see JetBlue’s “Happy Jetting” Is More Than Empty Promises). So I really enjoyed an article in Business Week by Sohrab Vossoughi (Founder of Ziba Design) called How to Stand Out? Try Authenticity. Vossoughi hit the nail on the head with this statement: A single, beautifully designed product is nothing more than a beautiful object without the focused intent of a company that has taken the time to understand three things: the deep-seated desires of its Read More …

Five Disruptive Customer Experience Strategies

In one of my earlier posts about Webkinz, I mentioned my research on five disruptive customer experience strategies. But I failed to list them out (thanks for those emails). So here they are: Ultrasimplicity: stripping away features to better meet the needs of customers. Companies often compete with each other by squeezing new features into their offerings. Over time, this process of “continuous enhancement” can lead to products and services with more capabilities than most customers need. So there’s an opportunity to develop a simplified version of existing offerings. [examples: ING Direct and JetBlue] Online infusion: integrating online features into core offerings. Read More …