I firmly believe anyone can have a successful, multi-decade-long career in CX if they embrace certain core principles. These are insights I attribute to my "future self" reaching back to ensure I was aware, awake, and ready to embrace opportunities that would build my experience, empathy and credibility, positioning me as a successful CX professional here today.
Leveraging decades of experience and over 50 client engagements, we know how to quickly identify, unlock and realize the trapped or lost value concealed across your organization - that is typically due to the hidden rocky pain points that are under the surface, in the customer experience (CX) journey.
Photo credit: Yegor Malinovskii
We survey the “coastlines” of your company and set up “CX lighthouses” to illuminate and protect the customer experience in and around the busy interaction ports companies and organizations have.
These lighthouses create memorable emotional connections to your brand promises and improve the safe and speedy navigation of commerce/value exchange between customers and the product and services you sell while protecting the well-being and success of the associates who work there.
We do this work in partnership with C-Suite through mentorship and coaching; we teach them to see the broader customer experience eco-system and understand where there is value erosion and spots of trapped value abundance that can be unlocked and scaled everywhere.
Ultimately once enabled, this approach to running your company with Customer Experience as your core operating system Saves Costs, Stops Customer Churn, Accelerates New Revenue, and Generates Positive Brand Awareness in the marketplace that attracts other like-minded brands, and new customers, while retaining your best employees, well into the future.
Simply put – we help companies feel what it’s like to be their own customer & employees, seeking the value they were promised…
We look forward to illuminating your customer experience eco-systems and helping you plot the CX navigation channels that are the arteries through which economic prosperity flows for your customers and your partners - that can be counted on, each and every day.
A great way to get started is with our fully immersive leadership offsite programs that help your leaders see and feel what it’s like to do business with your organization so that you can build and protect the uniquely branded promises that customers want, which in turn, define and defend your place in the marketplace. Let’s connect and talk about your story and vision today!
I had a great conversation with Bob Azman, host of the All Things Considered CX podcast and he was gracious enough to share it with all of you! We had a great discussion around the universal applicability of CX to any organization, and how if you think of way your computers Operating System (OS) drives every calculation (ie. decisions) and determines the best way to allocate realtime system resources (ie. budget/funding) all the while constantly listing for input from it's users to drive the best outcomes because it was programed that way; What if your business operated the same way, using CX as it's blueprint for success...?
Here is a great conversation with Sabrina Meditz on her podcast Reasoned - on how to lead a team toward achieving a common goal.
As consumers we depend on the connivence of 3rd party service providers to connect us to the brands we love in this Post-COVID world. Moreover many major brands are contracting the 'last mile' services to these 3rd parties to extend their business model reach, but at what cost? This article, written by Brad Smith provides 5 tips to help companies navigate this CX Blindspot
The KCS Arc-Reactor can deliver business results across the entire enterprise and dominate any leadership conversation - here is the proof. This is a recording of a recent webinar I hosted with the KCS Academy and it’s posted on their YouTube channel… Check it out!
Setting goals is the first step in turning the invisible into the visible – Tony Robbins.
What Lulu has taught me about customer experience: be careful what you teach...
The holidays are upon us. Find out how to survive the Black Friday CX blues.
The CX B-Loop: Every interaction is an opportunity to learn and improve the next
"What if you were perfectly prepared for the next six seconds, what would you do?”
“What if in the future, all Airline AI Bots were trained by a decade’s worth of United Airlines ‘re-seating’ transaction data?”
It was once said to me that "Culture is the oven that bakes your cake of Business Strategy".
Fred Astaire- “Some people seem to think that good dancers are born, but all the good dancers I have known are taught or trained..”
The journey of a great customer interaction during the wake of losing my beloved dog, Lady Cooper.
"Knock, Knock"
"Who's There?"
"Touch Point"
Kicking off our three part blog on the foundations of CX: an explanation of the customer lifecycle map and how it can be used to better serve your company...
Because CX practitioners deserve proven global reach and expertise
“We do not need magic to change the world, we carry all the power we need inside ourselves already. We have the power to imagine better.” –J.K. Rowling
