Bob Daly

Want Customer Centricity? Turn loyalty on its Head!

We live in a special time, where relationship constructs like friendship and loyalty have evolved from core personal needs to pillars of business outcomes and success.  With most large companies (55%) setting their sights on achieving CX leadership, customer experience and customer centricity have...

CX: The New ‘Gold Rush’

Talking about the customer experience—everyone’s doing it.  A lot of attention and time is spent on customer experience these days, and rightly so: Temkin’s most recent ‘State of CX Management’ study found that a majority (55%) of large companies have their sights set on being...

Fighting Data Tsunamis & #CX Deserts

Customer relationships are complicated.  Gone are the days of our grandparents where brick and mortar was the ONLY game in town and you were expected to know every customer…“Hello Mrs. Peterson!  What can I do for you on this fine day?”  Successful businesses were...

Contestant #1: Winning at ‘The CX Dating Game’

If you’re reading this, it means you've reached a level of maturity, age and wisdom to have likely heard the following classic dating quote:“It’s not about you, it’s about me.” If you were ever on the receiving end of this message, hopefully with distance and...

Why You Can’t Transform #CX

In my last post, you were met with heartfelt congratulations for wanting to step into the exciting world of customer experience management.  It’s certainly the right thing to do, and your pursuit of a transformed customer experience is to be commended. Having said that, here...

Six #CX Transformation Truths

If you've decided the time is ripe for transforming your customers’ experience, congratulations!  You’re about to embark on journey that, if successful, will forever change the way everyone in your company thinks about not only their customers, but their approach to their job and...

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