This week I had the opportunity to attend a women’s leadership symposium in Washington D.C. As I reflect back on the content and the speakers, one of the sessions that stood out for me was on power. The word power is often used as a negative, for example, “The zombie queen used her powers for evil instead of good.” or “The politician used his power to hire his friends, instead of the most qualified candidates.” In this session we talked about the different types of power and when having it or using it can be a good thing. At one point the facilitator asked herRead More →

The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, why do we keep treating customer experience (quality, delivery, people) like a cost center? Every other week I drive about 8 miles out of my way to visit my favorite nail salon for a manicure. There are literally hundreds of nail salons all around the area where I live and where I work, and I keep going back to the same place. When I first moved from Boston to Atlanta almost 2 years ago, I tried a number of different nail salons. I read Yelp,Read More →

Are you looking for the most interesting and active Customer Experience thought leaders on Twitter? I have created a list of some of my favorites who share high quality content about retention, support, wow experiences etc., on a regular basis. If I missed anyone, please add his or her Twitter handle to the comments section. I find that Twitter is a fantastic tool to stay up to date on client experience trends and to learn about local and global CX events and conferences.  In addition to following these 15 thought leaders, you may also want to try searching for client experience related key words in the Twitter feedRead More →

I recently attend the Consero Customer Experience Forum in Miami, FL and had a chance to speak with Peter Leppik, the president and CEO of Vocalabs, a company that applies the scientific principles of data collection and analysis to the problem of improving customer service. Vocalabs shared a white paper which recaps its view of the customer service survey maturity model, and I have highlighted some of the key concepts in today’s blog post. I like the maturity concept, because before you can improve the end to end customer experience, you need to understand the current state. In order to understand the current state youRead More →