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...

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...

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...

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...

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. ...

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...

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...

Top 5 Mistakes in Journey Mapping

Customer journey mapping has become very popular. Emerging CX programs are viewing it as a great way to...

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...

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...

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”...

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,...

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...

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...

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...

Do You Prefer Earthquakes or Hurricanes?

Having lived on both the East Coast and the West Coast of the United...

New Posts