Howard Lax, Ph.D.
Supporting better informed decision making with technology, research and strategy. With a focus on CX/VoC/NPS, Employee Engagement and emotion analytics, Howard's domain is the application of marketing information and SaaS platforms to solve business problems and activating CX programs to drive business objectives.
So unless you are “results agnostic” and don’t care about the success of your CX efforts, the next time someone tells you they are CX…
Some people display a propensity to be “stickers,” that is to “stick” with companies they use, while others are prone to be “shoppers” and...
It may be a trite and overused metaphor, but everyone knows what I am talking about: lost customers. Churn, defection, leakage – call it...
“Closing the loop” – the process of responding to customers who provide weak feedback scores or critical comments to address or resolve the customer’s...
Customer Experience is still regarded by many as a soft-and-fluffy activity. There is a tendency to reduce it to simplistic statements: make customers happy;...
These days, it’s hard to find a company that doesn’t say it competes on customer experience. At the same time, we know as both...
Pundits and CEOs have long debated the relative merits of whether to focus primarily on the Customer Experience (CX) or the Employee Experience (EX)....
The pandemic has dramatically redefined how we live, work, play and interact with each other. Our daily routines, relationships of all stripes, simple indulgences,...
Companies are scrambling like mad trying to figure out what to do with their two most important assets – customers and employees – in...
The Hippocratic medical oath of ethics and the most fundamental principle of CX are essentially the same: first do no harm. This defensive posture doesn’t...
It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend...
Having seen a number of articles/heard a resurgence of opinions recently arguing for/against different CX metrics yet again, it’s time to clear my throat...
Over the years I have measured what customers say and feel about iPhones/iOS and Samsung mobile devices/Android OS. Without fail, the Samsung/Droid combo wins...
Something for something. Customer relationships very much are premised on a quid pro quo between a company and its customers. That is, the customer/company relationship...
The large majority of experiences we have with the large majority of companies across the large majority of touchpoints are, simply put, eminently forgettable...
Helping consumers and businesses manage and plan their financial affairs, Financial Advisors (FAs) are the key intermediaries or channel for the promotion and distribution...
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....
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...
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...
Emotional connections are at the heart of enduring or loyal customer relationships, as well as employee engagement. The difference between fleeting transactional customer interactions...