Howard Lax

Capturing the Loyalty & Business of Financial (or any) Intermediaries

Helping consumers and businesses manage and plan their financial affairs, Financial Advisors (FAs) are the key intermediaries or channel for the promotion and distribution...

The Purpose of Your Company is Nurturing Customer Relationships

Huh? What happened to maximizing shareholder value? “Nurturing” sounds pretty soft for the hard-tacks of the business world. The logic, however, is straight forward....

What’s the Best CX Metric?

Some marketers display a near-religious devotion to Net Promoter Score (NPS) as THE measure of customer experience and loyalty, while others display an equally...

CX is NOT a Panacea . . . but it’s [email protected]#n Important

POOF! That’s the sound of leading customer experience companies going belly-up or being acquired by companies with less-stellar CX credentials. We heard a massive sucking...

Is Your Company Emotionally Intelligent?

Emotional connections are at the heart of enduring or loyal customer relationships, as well as employee engagement. The difference between fleeting transactional customer interactions...

You Have a Customer (& Employee) Bonding Problem: Fixing the Intangibles

Fix the product. Improve the process. Speed this up; slow this down; shorten that. We instinctively look to remedies in the performance of the products...

Measuring Emotions for CX and EE (and anything else)

Emotions, how people feel, are key to determining how we behave and respond to stimuli. Many, if not most, companies still are asleep at...

Employee Engagement is all about the Emotional Connection. Period.

Every company wants an engaged workforce – but what does that mean? It certainly means more than simply having employees who give solid scores...

Connecting the Dots: Marrying X(perience) and O(perational) Data

X + OMost companies have boatloads of “O” or Operational data on their customers. Depending on the nature of the firm, this data will...

R U Feelin’ It? Customers, Employees and Emotional Connections

Feelings about an experience, an emotional attachment to a brand/company/product are more important than rational assessments of performance in explaining customer experiences, customer loyalty...

Motivating Employees To Drive CX: Linkage to VoC Measures

Should you link employee goals, performance reviews and variable compensation to Customer Loyalty/CX measures? A simple question that lends itself to a complex “yes,...

The Ends Justify (Investing in) the Means: The Return on CX (RoCX)

At the end of the day (or fiscal year), investments in enhancing the customer experience and strengthening customer relationships must be justified by business...

Customers = Company Value

The value of a company – your company – is best measured in terms of the current and future value of cash flows from...

Battling for the Hearts and Minds of Customers

How do your customers feel about your brand . . . and why should you care? Most companies think about customer experience and loyalty in...

The Amnesiac Customer and the Importance of Emotions

Do your customers remember their recent experiences with your firm? Sometimes . . . but not necessarily accurately. Does it matter? Immensely. What makes...

CX Touchpoints as Stepping Stones: Understanding the Customer Mission

Many companies look upon the customer experience in terms of discrete touchpoints or channels. “We want to understand how customers experience the call...

New Customer Retention: A Fundamental in Retail Financial Services

New customer churn is endemic to banks. Here’s how to reduce the number of customers who churn within the first two years. Despite a...

Millennials and Generation Gaps: Loyalty in Financial Services across the Generations

The issue of generational differences is in the DNA of brand, media and advertising people. You can see it in...

The Final Word on the Pros and Cons of NPS

I can’t take seeing yet another article extolling the virtues/lambasting the shortcomings of NPS. So I want to lay it all on the table...

Voice of Customer Technology: Without the Science, It’s Just Sizzle Without the Steak

From paper feedback cards and interactive voice response tools to social media analysis and enterprise feedback management (EFM) systems, there are a number of...

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