In my last blog post, I talked about the critical need for CEOs and leadership teams to move beyond the act of Journey Mapping and actually implement the work. It’s one thing to visualize a customer’s experience — it’s another to build the operational scaffolding… [Read more]
Integrating Service Quality, CX Metrics, Design Thinking, and Empathy into the Customer Experience Ecosystem.
The lexicon of Customer Experience Strategy and Management can sometimes be perceived as anecdotal, and “unscientific.” Frequently, terms like “experience,” “journey,” and “empathy” are used conversationally by business leaders, but not used as descriptors of true business disciplines. Customer Journey Maps – one of the… [Read more]
SQM Methodology and the Customer Journey
Service Quality Management (SQM) methodology is not new. Nor is SQM necessarily associated with Customer Experience Management (but it should be…) In fact, SQM is probably more intricately linked to Business Process Management when used for problem-solving approaches. The “Five Gaps” associated with SQM are… [Read more]
Measuring Customer Satisfaction, and Brand Loyalty, with a Voice of the Customer (Voc) Program
VoC, CSAT, NPS, Listening Posts, And How They Should Be Used. Very often, I encounter brands using the NPS question in their customer satisfaction survey process, after a service visit or interaction, and they receive very high NPS scores. This is “Transactional NPS” versus “Relationship… [Read more]
