CX & Customer Success resources

Joey Fitts, Author of books on Performance Management, spoke at NACCM today.  A quote stood out:
Are you using information for evidence-based decision making, or for decision-based evidence making?
How your company uses information, particularly voice-of-the-customer insights, can ultimately determine your rate of growth.
Hippos are not only the #2 largest source of humans killed by animals, but they also kill ideas, as many companies suffer from Highest Paid Person’s Opinion.
As an example Joey discussed Lego, which was on the brink of going out of business in the early 2000s.  Their new CEO started asking questions about what Lego was all about, and as a result they were essentially forced to start finding out what the customer wanted.  Product development followed customer needs, and the company is thriving today.
Joey concluded by reminding us that good leaders will sponsor the effort with demonstrable commitment.  Unfortunately, mandates aren’t sustainable.