Dave Fish

The One Pre-Condition You Need In CX

It’s the New Year and with it there are many prognostications and predictions in the air. Likewise, there are many resolutions and promises that have been made. Whether it’s losing that extra 10 pounds (or more in my case) or finally getting after that...

Blockchains, Burgers, and Blimps: The Convergence of Transportation, Retailing, and Software

It's a foggy spring morning as a delivery truck silently pulls away from what was once a ‘mega center” supermarket on its way to deliver groceries and goods. The truck was loaded almost entirely by highly efficient robotic pickers inside the repurposed space. Pulling...

Play the 2017 CX Prediction Bingo Game!

With 2017 at our doorstep it is easily to get overwhelmed with the numerous prognostications about the future of Customer Experience. ‘Listicles‘ abound across social media from the usual suspects. To save you some time I reviewed many of these articles and summarized them into...

The First Step in Setting up a CX Initiative

Rem “In the Beginning God created the heavens and the earth. ... And God said, 'Let there be light,' and there was light. God saw that the light was good, and he separated the light from the darkness” I have always been fascinated by origin…

One Easy Thing to Improve Your CX

Bing! It was 4:30am and my airline app just pinged on my nightstand. In the bleary soft glow, it notified me that my 7:09am flight was delayed and I was automatically reassigned to the 6:30pm flight that day. That’s right...6:30pm. Almost 12 hours later. It…

Unlocking the CX Toolbox

When you have a great hammer everything looks like a nail. When you are invested in a certain way of thinking, you tend to want to solve problems from that perspective. Surgeons like to cut, internists like to prescribe, and therapists like to do...well…therapy....

Approach-Avoidance CX Strategies from the Buffalo River

“Oh sh*t!” was my first thought. Our family and some friends were spending the afternoon paddling on the pristine Buffalo River in rural Arkansas. While canoeing is the main activity, it is fueled by snacks and perhaps a few adult beverages. We were pulled up...

Journey Mapping for Disruptive Innovation

A blank stare. That’s what I got from my 8 year old daughter after I asked her to roll up the window in our car. Her lack of comprehension made sense from her perspective. She’s never had to manually “roll up” the window...

NPS: Helped or Harmed CX?

It has been about 12 years since Dr. Fred Reichheld wrote his original article in the Harvard Business Review entitled The One Number You Need to Grow, which later led to an entire book on the topic. This seminal work has had...

Words Matter in CX

Mile 1 12.1 miles to go! This was the first mile marker sign for the half marathon I ran recently. Then I came upon this one roughly 9 minutes and 22 seconds later... Mile 2 11.1 miles to go! Whoever constructed that sign clearly didn’t…

The Four Principles of CX Design

Two comedians are interviewing for a job at a comedy club. The first comedian tells the owner how funny he is and how often the audience laughs at his jokes. The second comedian tells the owner a really funny joke. Who...

CXEvolution Stage 1: Don’t Hide From Your Customers

“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep breath. “Sir, who signs your pay check? It’s probably that person.” When we moved to Arkansas from the Beach Cities…

A Free CX Design Tutorial from my Barber, Johnny

To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California.  I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or...

Ask the Scary Questions to Improve Your CX: CXEvolution

If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield  74.8. That was the baseline measure of the National American Customer Satisfaction Index at its inception in quarter 3 of 1994.  In the same quarter of 2015 it was 73.8.  That’s…

The Sweet Pinnacle of CX Maturity

You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people...

Using Design Thinking to Supercharge Response Rates

If I had a nickel for every article I’ve read about ways to improve survey response rates, I think I would have about $523.25. In fact, nearly 15 years ago, I too waded into the waters to share my opinion, back in the day...

You Organization’s Secret Weapon

With the tightening labor market, organizations are hiring again in droves.  The demand for talent is high, and finding, attracting, and retaining that talent can make or break organizations.  So, what if you could find high performing, low cost talent, with no locked-in long...

The Righteous Path to CX Outcomes

“That’s why we hired you!” The executive from the now defunct automotive brand was clearly agitated and I wasn’t helping things. “If our scores don’t go up, why would we continue to do business with you?” he bellowed, turning a worrisome shade of red. A fair question. As a neophyte to the supplier world nearly 20 years ago, I cheerfully explained that the act of measurement, in and of itself, would not result in any meaningful increase. This was clearly not what he wanted to hear. I pushed on, almost reaching the crescendo of my pedagogy, where I would explain how the client’s proprietary measures (which our firm at the time conducted) were woefully inadequate in predicting the syndicated results he coveted. However, before I could get to that point the account manager…

Why You Should Be Designing Experiences, Not Products

Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it.  They are all dead wrong. “The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.”…

Gutenberg 2.0

The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information. No longer were scribes required to hand transcribe documents, complete with errors. Information could now be quickly and flawlessly mass produced. It was a radical innovation in information distribution, and arguably the beginning of the information age. We are now upon the leading edge of another distribution revolution. This time it is not only the distribution of information that is changing the face of the world, but also radical advances in the distribution of goods and services. The confluence of these forces will fundamentally transform the face of retail, automotive, transportation, and other adjacent industries in just a few short years. Here’s how your day is potentially going to look in just a few short years: Wednesday, October…

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