Bob Thompson: Making Customer-Centricity a Habit

3 Strategies to Sell the CEO on Customer Experience Management (CXM)

These days everyone seems to be on the CX bandwagon. Various studies find that upwards of 70% of executives believe CX is the key to differentiate in a world where it's not enough to offer a competitive product or price. And, in recent years...

Customer Success Management: Training Wheels for CXM?

A couple of years ago a Forrester analyst told me that "Customer Success Management" would be the next big thing. I'm beginning to think he may be right, but I have some concerns. The term has been popping up more and more of late, so...

Has CXM “Jumped the Shark,” trying to be the Theory of Everything?

The term "jump the shark" originated in a 1977 episode of Happy Days, when the Fonz literally jumped a shark on water skis. In common usage it means "the moment when a brand, design, franchise or creative effort's evolution declines." I'm worried that's what...

Extraordinary CX will Require Thinking, Feeling, and Leadership

This week Walker's annual B-to-B CX Summit in Seattle reinforced a number of topics that I've been researching and writing about in recent months. The conference is a highlight of the year for me, because Walker puts so much into making it a true...

What word best describes Infusionsoft? Love.

It's been a couple of weeks since I attended Infusionsoft's annual small business love-in AKA ICON conference in Phoenix. "Love" is the one word that keeps sticking in my mind. Because after several days of keynotes, sessions, interviews and just wandering around, it's clear...

Want to Grow Your Business? Take a Peak Inside Your Customer’s Wallet

My family splits our grocery shopping budget between three stores. Trader Joe's is our favorite. We like the selection, pricing, and interaction with employees who genuinely seem to enjoy working there and helping customers. A great experience overall. Why don't we spend all our...

What is the “X Factor” in Customer-Centric Success?

Leading by example. Not collecting feedback. Not finding the right loyalty metric. Not paying people to increase NPS scores. Not journey mapping. Not predictive analytics. Not multi-channel contact centers. Not employee "happiness." Of course all of these things can contribute to customer-centric success. But they…

Closing the Loop with Customers: CX Leaders Have a Bias to ACT

A few months back I had a bad experience with Thrifty Car Rental. They enticed me with a great offer, and the car was fine. Unfortunately, I had some issues picking up the car -- the service...

Top 10 Practices of Customer Experience Leaders

I recently had the pleasure of keynoting two Contact Center Day conferences in Santiago, Chile and Lima, Perú. The events, attended by about 300 delegates, were organized by E-Contact, a contact center service provider that integrates Genesys and Interactive Intelligence technologies, among others. Customer Experience...

The Journey to Customer-Centric Success — 9 Key Insights from Hooked On Customers Summit

Over the past two weeks we conducted a series of four webinars that collectively comprise the Hooked On Customers Summit. Over 260 people attended. The eight speakers and I packed an incredible amount of insight into just four hours. I thought it would be interesting...

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