Dave Fish

NPS: Helped or Harmed CX?

It has been about 12 years since Dr. Fred Reichheld wrote his original article in the Harvard Business Review entitled The One Number You...

Words Matter in CX

Mile 1 12.1 miles to go! This was the first mile marker sign for the half marathon I ran recently. Then I came upon this...

The Four Principles of CX Design

Two comedians are interviewing for a job at a comedy club. The first comedian tells the owner how funny he is and how...

CXEvolution Stage 1: Don’t Hide From Your Customers

“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep...

A Free CX Design Tutorial from my Barber, Johnny

To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach,...

Ask the Scary Questions to Improve Your CX: CXEvolution

If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield  74.8. That was the baseline measure of the National American Customer Satisfaction...

The Sweet Pinnacle of CX Maturity

You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the...

Using Design Thinking to Supercharge Response Rates

If I had a nickel for every article I’ve read about ways to improve survey response rates, I think I would have about $523.25....

You Organization’s Secret Weapon

With the tightening labor market, organizations are hiring again in droves.  The demand for talent is high, and finding, attracting, and retaining that talent...

The Righteous Path to CX Outcomes

“That’s why we hired you!” The executive from the now defunct automotive brand was clearly agitated and I wasn’t helping things. “If our scores don’t go up, why would we continue to do business with you?” he bellowed, turning a worrisome shade of red. A fair question. As a neophyte to the supplier world nearly 20 years ago, I cheerfully explained that the act of measurement, in and of itself, would not...

Why You Should Be Designing Experiences, Not Products

Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it.  They are all...

Gutenberg 2.0

The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information. No longer were scribes required to hand transcribe documents, complete with errors. Information could now be quickly and flawlessly mass produced. It was a radical innovation in information distribution, and arguably the beginning of the information age. We are now upon the leading edge of another distribution revolution....

The Other Half of the CX Glass

“When I did good, I heard it never. When I did ill, I heard it ever.” This was the idiom on a placard that hung on my grandmother’s kitchen wall for over 30 years. I really didn’t understand what it meant when I was 8 years old, but it rings...

CX Metric Obsession

As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency,...

Tesla: The Future of Automotive Retailing?

Tesla is not only redefining what the automobile is; it is fundamentally disrupting how vehicles are purchased in the United States. And, according to...

Airline Twitter Responsiveness: Who earned the Eldorado and the Steak Knives

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the...

It’s Not You, It’s Me. The Quiet Breakup with Mass Market

If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the greed and materialism...

Understanding Generational Differences in Retail: The Law of the Hammer

“When you have a good hammer, everything looks like a nail.¹” We tend to see our world through the lens of our favorite tools....

The Sorcerer’s Apprentice Generation

I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other...

Will the Automotive Good Times Roll?

2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). This is especially spectacular when compared to...

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