CX & Customer Success resources

I was recently asked to comment on “Customer Success.”  What’s it mean and how should B2B firms facilitate it?  Here’s how I responded… “Customer Success” is growing.  And not only…MORE >

I’ve been able to learn quite a lot over my 20+ years working with B2B companies to design and implement successful Customer Experience programs.  Lessons-learned (so far!) have resulted in…MORE >

by Diane Magers If you are just starting, or are transforming, your customer experience practice, there is a driving desire for a quick win. A need to show financial results…MORE >

I had the opportunity to fly Delta airlines recently.  Never been on that airline before (really) as I’ve been stuck in a stupid “loyalty” program elsewhere.  Imagine my surprise when…MORE >

Is it possible to have “too much of a good thing” when it comes to customer experiences?  My ongoing experience with a frozen yogurt franchise screams “yes!”  Sure, the staff…MORE >

I used to be a proud VP Marketing.  These days ‘marketing’ seems to be all about spamming people with as much noise as possible. Many Marketing organizations plod along with open…MORE >

So much has been written about Netflix, including my post below, so this letter to Reed Hastings, CEO of Netflix, will be short. Dear Reed, I’ll bet you’re feeling pretty…MORE >

[Update Sept 22: Check out the link at the bottom of this post for a funny trail from like-minded customers! – Steve] Like many Netflix subscribers I was incensed at…MORE >

10 “Voice of the Customer” quotes Our collection of quotes run the gamut from the need to understand the customer better to cautionary tales of not engaging with customers enough. Do…MORE >

We’ve all seen those customer satisfaction surveys in one form or another. “Bank X has a 96% Customer Satisfaction rating!” “Please rate your satisfaction with your most recent experience…” Companies spend millions of dollars on those every year. Are they getting their money’s worth? Certainly not. Here’s why…

A popular Customer Experience phrase of late has been “Mind the gaps.”  Most times by “gaps” it’s meant the valleys in between the peak experiences.  Your company may excel at phone…MORE >

Recently I had the privilege of accompanying my 11-year-old to the Cube-A-Palooza speed-cubing contest at Stanford University, hosted by its Educational Programs for Gifted Youth (EPGY) group. I was truly…MORE >