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 a handy CX BINGO card. Go ahead and hit print, grab a pair of scissors, and you’re ready to go for your next CX capabilities presentation. Supplier side? No problem, use it as a check list of the relevant hot points to highlight in your next pitch!
Take a look and let me know if you think I missed any.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives are "winning" – able to clearly show business value. Explore how Customer Success can be used as a North Star to create value for your customers and improve the return on your CX efforts.
Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
A bit surprised that Market Research Online Communities (MROCs), one of the most actively used research field techniques, didn’t make it onto your Bingo card. Also, would have preferred to see “Metrics” instead of “NPS”, because there are many more actionable, and less problematic, methods of gauging customer experience effectiveness than Net Promoter..
Thanks for sharing.
If you include NPS, I think you should also include “customer effort”
Dave, your tongue-in-cheek post is very clever. We need to stop and laugh at the eternal quest for the best labeling and newest golly-gee-whiz solution. I suspect you intentionally left out “customer” from any of your entries!
This looks like fun! I’ll try it out with the fam. I could score big by adding feedback loops and customer focus. Thanks also for the handy cut lines surrounding the perimeter.
Maybe you could add LSMFT to the Bingo card..I do not know what it stands for but it makes a really great acronym. I can even image a little jingle to go with it. My grandfather used that acronym all the time so it has to be a good one! Happy holidays. Santa is coming!
Enjoy! Nice adds!
Hi Chip Bell LSMFT means Lucky Strike Means Fine Tobacco. It was used on radio (remember that?) ads.
LSMFT = Lucky Strike Means Fine Tobacco.
If your grandfather used LSMFT, it likely means “Lucky Strike Means Fine Tobacco” (https://www.youtube.com/watch?v=BU49DSS1ibc), unless there is another abbreviation unknown to me.