How To Treat Each Day Like It’s CX Day

The 6th annual CX Day is on Tuesday, October 2, 2018. CX Day, a Customer Experience Professionals Association (CXPA) initiative, is celebrated across the world on the first Tuesday of October. The day is an opportunity to recognize the professionals and companies that make great CX happen.  There are online events like webinars, twitter chats, and [...]
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how diversity and inclusion drive employee engagement

How Diversity and Inclusion Drive Employee Engagement

While I write and speak about customer experience, I write and speak about diversity and inclusion, too. One thing is clear. Diversity and Inclusion is a business issue and it is linked to Employee Engagement. In fact, diversity and inclusion drive employee engagement. Let's look at some data points. The Numbers Have It —Gender-diverse companies are [...]
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Focus First On Meeting Customers’ Needs, Not on Delighting Customers

I heard someone say recently that delighting the customer is the same as meeting a customer's needs. That is incorrect. By definition, delighting customers means exceeding their expectations. That's different than meeting customers' needs. I understand why they would think the two are interchangeable. Being able to delight the customer is the holy grail of the [...]
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Direction Plus Planning Leads To Great Customer Experiences

I consider myself a student of life. I always want to be in learning-mode so that I can improve and can continuously add value to those I help: clients, potential clients, and colleagues, to name a few. As Carol Dweck notes, in her amazing book, Mindset, that’s the growth mindset—changing, growing, and stretching oneself through [...]
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