Make Your Customer Journey Map Actionable

Make Your Customer Journey Map Actionable

Have you ever taken action and expected a clear result, but not achieved it? Let’s say you start dieting, but you only exercise and don’t change what you eat. The results will be slow or non-existent. A similar thing can occur in business. When businesses invest in...
Find the Right Mapping Methodology for Your CX Projects

Find the Right Mapping Methodology for Your CX Projects

I’m a customer-centricity advocate and love reading, studying and learning new CX approaches. I was excited many years ago to learn two methodologies that I wanted to be sure you knew about (especially one that is less familiar). I know you can benefit from both! (A...

The power of a phone call

I’m impressed! I got a call from the Hyatt Harborside Boston (photo is the view of the Boston skyline from this hotel) after I filled out a feedback survey about a recent visit. It’s quite rare for a customer to hear back from a company after they complete a survey....

Don’t turn your company into a tower of babel

The Tower of Babel by Pieter Brueghel the Elder (1563). During a recent flight on US Airways, I heard the following cabin announcement:  “We are dimming the cabin lights but you can find your personal light in the passenger service unit.” Passenger Service Unit? They...

The ‘broken window’ problem

No doubt you’ve seen a building with broken windows. This is often due to neglect or vandalism and it is a clear message that “no one cares.” What signals does a company give off that sends the same message? Frankly, too many to list here, but last week a...