Michael Allenson
Michael Allenson
Michael is Founder of CXDriven. Formerly he was Principal CX Transformation Consultant at MaritzCX where he led a global team that consulted with clients on how to better leverage their customer experience management programs to drive business success. A frequent writer and presenter, Michael is passionate about helping companies leverage customer intelligence to take action that creates lasting customer relationships and sustainable improvements in growth and profitability. Over a 20+ year career, he has consulted with numerous Fortune 500 companies and their leadership teams on how to uncover superior insights and turn them into action. Prior to his role at MaritzCX, Michael was a Senior Consultant for Maritz Research, Technomic, Diamond Management and Technology Consultants and Leo J. Shapiro and Associates.
Customer Experience is the New Television Advertising
Recently I had the pleasure of listening to futurist Daniel Burrus speak about the difference between soft and hard trends. Soft trends are those...
Guiding the Customer’s Experience from the Passenger Seat
As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it...
Differentiating the Customer Experience with Content Marketing?
Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the...
Where does Reputation Management Fit into Your Customer Experience Management Program?
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s...
Reputation Management: Customer Experience or Marketing?
I recently took my family on a vacation to Rome and we saw some great sites and ate some amazing food, especially the fresh...
What is the Purpose of Customer Satisfaction Surveys Anyway?
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted...
The Other 99.9%
Was the account manager friendly? Did the account manager fully explain how to use your new accounts? How likely would you be to recommend...
The Unintended Consequences of Firing Customers and Talking About It
Recently I have seen several very good articles about the occasional need to fire a customer. As usual, I think Colin Shaw had a lot...
What happens when the bloom falls off the rose?
Years ago, I attended a friend’s wedding and to my surprise, at the end of the wedding ceremony, the Rabbi talked about the importance...
Is George Bailey Gone Forever?
“My bank is just an app to me.” I hadn’t really thought about it, but it makes total sense. I was having a conversation...
The Problem with Many Customer Experience Measurement Approaches
“It happens all the time.” Recently, I stayed in an upscale chain hotel that I often book when traveling. when I entered my room, I...
Three Major Blind Spots When It Comes To Engaging Customers
Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called...
Which Companies Deserve a Holiday Gift from Their Customers?
Last night I visited a local Lettuce Entertain You restaurant here in the Chicago area to purchase some gift cards for some of the...
It’s Time to Climb out of Our Customer Experience Measurement Box
Recently, Maritz held a summit with representatives of almost every automaker selling in the North America regarding the automotive customer journey. During this...
Whose Customer is it Anyway? Part Two
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn't stack...
Whose Customer is It Anyway?
A few years ago I purchased a Fitbit, which is a device you wear to measure physical activity–such as steps, stairs climbed, calories burned,...
One Question that Leads to Misguided Customer Experience Management
The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to...