Brian Doyle

Seth Godin Is Wrong

In a recent blog post, Seth Godin suggested that organizations should choose between being great in a crisis or being great with routine operations – but not both. Godin thinks if you don’t choose one to be good at, you’ll be less efficient...

4 Ways to Build Customer Experience Momentum

There’s been some debate in the customer experience community about how to keep CX vibrant and as beneficial as possible. As part of that discussion, there was some disagreement around how to build momentum for a CX program. Should you try to...

The Future of Customer Experience Measurement

Forrester recently published a paper on the future of customer experience measurement and they didn’t mince words with comments like: • "CX leaders told us that their response rates are declining, especially among younger customers" • "Today's empowered customers reject old-school CX surveys" • "Even…

Your Customer Experience is Like a Colonoscopy

Have you ever had your customer experience compared to a colonoscopy? Let’s hope not. But even if it has (or if it’s been compared to something else unpleasant), I have a solution for you. And if you don’t trust me, how...

The Physics of Customer Experience

From time to time, my more traditional market research brethren accuse customer experience (CX) professionals of being too “soft” with their data analysis. Sure, verbatim comments with text analytics and quantitative dashboards are great, they say, but it’s not enough. “Real” researchers...

Give Up on Customer Experience? … 3 Steps to Better Feedback

Chris Spears, CMO of Arke, wrote an interesting piece on the future of customer experience asking, “Is it time to give up on customer experience?” Spears cites a lack of significant results thus far despite nearly two decades of effort. Instead of...

Prioritizing Your Efforts – Two Techniques That Work

“This is overwhelming … where do I even start?” We’ve all been there. Whether it’s beginning a new job or starting a program from scratch, it can be intimidating – even paralyzing – when we look at the seemingly countless things we need...

Top 5 Mistakes in Journey Mapping

Customer journey mapping has become very popular. Emerging CX programs are viewing it as a great way to start learning about their customers and the resulting visual aid is an easy way to share customer information around the...

Learning from Bad Customer Experiences

After two kids, two dogs, 11 years and 127,000 miles, our Honda Odyssey mini-van was tired. Her fenders were scraped, her back seat was nearly shredded and her engine was starting to make funny noises. We still have the two kids (plus...

Seizing the Opportunity When Competitors Merge

Two of your competitors are merging. You have two choices – wait and see what happens or aggressively try to grab as much market share as you can. What would you do? Psychology studies tell us that people are twice as risk adverse...

What My Dog Can Teach Us About Customer Experience

My dog, Zack, used to dig in the yard. He was destroying my lawn, and the “customer experience” of my backyard, one 12” diameter hole at a time. As a CX expert, I set up a “hot alert” system where anytime one...

Creating Empowered Employees

The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan....

CX Evolution: Getting Started

First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and...

Getting Started with Customer Experience

First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and...

Will Customer Experience Survive?

As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology...

Do You Prefer Earthquakes or Hurricanes?

Having lived on both the East Coast and the West Coast of the United States, I’ve had the unfortunate opportunity to experience both earthquakes and hurricanes. Neither is much fun. They both put lives...

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