• CX Interview – Dr. Vadi Vojdani, Island Dental

      Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry.  Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more
    ....READ MORE

  • How To Deal With A Leadership Team That Isn’t CX Oriented

      Six months ago, you were hired into a Customer Experience Management role within a large company. Since being in the role, you’ve done a ton of analysis, discovered where the major customer-affecting problems are within the company and generated some quick wins. You feel like you’re making headway but
    ....READ MORE

  • The Power of Feedback in Healthcare

      Tom Caley is a passionate advocate for employee and customer experience.  His working life began in retail and contact centres—and after a short detour through the world of graphic design—he progressed into contact centre management and call quality management. Recently, Tom has been running the Voice of the Customer
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  • 7 Foundations Of A Great CX Program

      I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its status as the only capital in Australia settled by free people and not convicts. My mum hosts walking tours around town on which she talks about
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  • Customer Experience Professionals: Things That Drive Us Crazy

            In our previous post, we focused on why we do what we do.  It’s great when we get a successful result in what has become our chosen profession but, as in many others, a number of things can often pop up that will stand between us
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  • 5 Survival Tips for Contact Centre Leaders

      Leading a contact centre is a tough job. When you’re not dealing with unexpected call volumes and unexplained system outages, you’re doing your best to motivate and inspire a multitude of different personalities all while trying to hit a variety of targets. Having worked with many different contact centres, I’ve learned a
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  • Thank You

      A few weeks ago, Canada, the US, some of the Caribbean islands and Liberia celebrated Thanksgiving. Originally celebrated as a day of giving thanks for the blessing of the harvest and of the preceding year, it is a day when families come together and humbly count their blessings. We
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  • 5 Tips For Improved Customer Experience in 2017

      Today I'm pleased to share a post by small business journalist, Charlie Wilson.   The marketplace is constantly changing. New trends emerge every other week. With the rise of social media, anything has the potential to go viral - from epic customer experience fails or a funny picture to
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  • Lean and Customer Experience

      A few years ago, I completed an MBA at Melbourne Business School (MBS). As a member of their alumni community, I am often invited to events that are held to further graduates’ knowledge and understanding of specific topics. So when I was recently invited to a presentation titled “Operations
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  • 5 Customer-Centric Attributes To Look For In Your Next Employer

      This post originally appeared on Glance Networks' blog in July, 2015.   I don’t think I’m going out on on too much of a limb when I say that everyone wants to help customers achieve their goals. We want to be customer-centric. It makes us feel good when a
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  • CX Professionals: Why We Do What We Do

      This post originally appeared on the CXPA Blog on November 10, 2016. Ben Motteram (BM), Ian Golding (IG) and Karl Sharicz (KS) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, (CXPA) and each possessing the passion and the
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  • Communicating Price Increases

      We are all customers of someone. No one can get through life without buying something. Being a customer and a customer experience consultant provides a rich source of material from which to draw the occasional blog post. And it was an email I received yesterday that has inspired today’s.
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  • The Uphill Challenges of CX

      Today's post has been provided by Karl Sharicz, CCXP, the Founder and Principal of CX Partners and ex-boardmember of the Customer Experience Professionals Association (CXPA).   On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “WHAT KEEPS CEOs UP
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  • Ways to measure your CX… without having to hire a consultant

    Today’s post is a joint collaboration between myself and Annette Franz. Annette is a recognised customer experience thought leader and board member of the Customer Experience Professionals Association. It was a pleasure and an honour to write with her. There are three main components of any good CX strategy: An understanding of where the
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  • ITIL and CX (Part 2 of 2)

      In my previous post, I outlined the history of ITIL, the first four of its guiding principles and how they relate to customer experience. This post contains the final five principles and how they link to the management of CX. The first four principles of ITIL are: - Focus on
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  • ITIL and CX (Part 1 of 2)

      Chances are you haven’t heard of ITIL before. In the work I do with IT Helpdesks though it’s very well-known and has been widely adopted by a range of organisations seeking to improve their IT service support and delivery. Here’s the thing I’ve found after studying it: I think
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  • How Commission Based Sales Hurt Customer Service

      Today I’m pleased to share a guest post by Steve DiGioia who is a thought leader in the areas of customer service, leadership, and management.   Don’t hard-sell me.  I don’t like it and I promise you won’t change my mind. Touting the benefits of a product/service over my
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  • Taking Your Customer Data to the Next Level

    Today I'm pleased to share a guest post by Annette Franz, CCXP who is consistently named one of the most active influencers in the world of Customer Experience through her blog, CX Journey.     I'm often asked about the future of customer experience: What does it look like? What will
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  • Due Recognition

      Those involved in the customer experience profession will no doubt be familiar with the statistics that demonstrate the benefits of customer retention: - It costs 6 times more to attract a new customer than it does to keep an old one. (Source: “Understanding Customers” by Ruby Newell-Legner) - The
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  • Hell Hath No Fury Like A Customer Scorned

    I originally wrote this post as a guest post for the Customer Service Life blog. Click here to read the original. I walked past this vehicle in the street the other day and it got me to thinking about Detractors – how could it not? The owner of this vehicle was clearly so
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  • Customer Loyalty Is A Myth For 99% Of Companies

      I looked up loyalty in Wikipedia this morning. Their definition is: devotion and faithfulness to a cause, country, group, or person. Note the glaring omission from that list? A brand. Loyalty DOES exist for companies. People tattoo the Harley Davidson logo on themselves, the cult of Apple is legend,
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  • Connection Eats Grammar For Lunch

    Today's guest post is by Jeremy Watkin, the Head of Quality at FCR. In it he argues there is one key determinant of customer satisfaction in contact centres that has nothing to do with many of the things Quality Managers traditionally measure.   ‪ You’ve likely heard the famous Peter Drucker
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  • If you want raving fans, act like a great artist!

    Last week I flew into Sydney for a conference and while I was waiting at the baggage carousel I noticed that not far away from me was a famous Australian singer. She was dressed down and had with her a couple of members of her entourage and I heard her
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  • Standing Tall with Customer Experience

    Today's post has been co-authored by Debbie Szumylo, the Manager, Customer Experience at Thomson Reuters Elite. Follow Debbie on Twitter for a constant stream of great Customer Experience and Customer Service articles: @DebbieSzumylo.   In 2015, Watermark Consulting revisited their landmark study on the stock performance of Customer Experience Leaders and Laggards
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  • The Ultimate Driver of CX Success

    Today's post has been written by Scott Bateman, a passionate CX professional who is the General Manager, Business Performance and Growth at Little Real Estate.   I have been working up in Brisbane for the past few months (away from my home in Melbourne) and despite the issues that come
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  • Ticketing Troubles

    “The world needs tickets, it doesn’t need ticketing agencies.” I’m paraphrasing Bill Gates and praying for some sort of disruption in the ticketing business after another terrible experience this morning trying to buy some tickets to an Australian Football League (AFL) match from Ticketek. Today's post starts off a little
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  • What Sets The Best Customer Experience Companies Apart

    My first post for 2016 was written with companies in mind that were starting out on their customer experience journey. I advised them to focus on just one thing: making it easier for their customers to do business with them. Today, I’m writing for those companies that are further along that
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  • One Tip For 2016

    It's the beginning of a new year so no doubt you’ve already read a number of posts containing predictions, resolutions and trends for 2016. I know I have (and for what its worth my favourite so far has been the ever-reliable Annette Franz). I’m not going to jump on the
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  • More than a metric: Is this why some people hate Net Promoter Score?

    Today's post was written by Ebenezer Banful, a customer experience practitioner who has worked with many leading brands on culture change and customer experience. Net Promoter has been around now for about 12 years, but in some countries it’s just taking hold, so what will become of NPS in the
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  • The Secret To Making Your CX Initiative A Success

      The difference between your latest CX initiative being a flavour of the month buzzword with little effect and an embedded program that has lasting impact is good change management. Change expert John Kotter defines change management as: “an approach to transition individuals, teams, and organizations to a desired future
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  • Bad Profits Hurt Business

      “The purpose of a business is to create and keep a customer.” - Peter Drucker Not all profits are good profits. A bad profit is earned at the expense of customer relationships. It is one that leaves customers feeling misled, mistreated, railroaded or coerced and as a result resentful of
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  • 6 Sources of Customer Understanding

      Why are you in business if you are not focussed on helping customers achieve their goals? What’s the point of any innovation if it doesn’t add value to your customers in some way? Steve Jobs said “you have to start with the customer experience and work backwards” while Clay
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  • Strategy Recommendations for Organisations at Differing Stages of the CX Lifecycle

    INTRODUCTION No matter where you are along the Customer Experience journey, you can always be further along; you can always be doing something else to improve your CX. Annette Franz describes it as a never-ending journey and I’ve borrowed heavily from an infinity symbol for my company’s logo for the
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  • 4 Online Customer Service Mistakes (And How To Avoid Them)

    Today's post has been guest written by Ludivine Kasteleyn from iAdvize.   Be it over the phone, in person or via live chat, your customer service agents are the face of your brand. Their embodiment of your corporate identity will depend on the style of language they use and the
    ....READ MORE

  • The Best Brands Are Social

    If your customers are on social media (and 74% of all internet users are) then it makes sense for your company to be there as well. A social media presence provides companies with an opportunity to engage in a conversation with their customers. They can authentically promote themselves while listening
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  • The Little Things

    Today's post is written by Debbie Szumylo on the importance of viewing your business from the outside in and tending to the finer details. At least three times a week for the last three years, I have visited the drive-thru of a well known coffee chain on my way into
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  • Customer Service: 4 Ways to Reduce Effort

      Today's post is by Holly Chessman. She provides four excellent tips to make it easier for customers to deal with you.  As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you
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  • The Smarter, Faster Future of Marketing … with Voice of the Customer

    Today's post is by guest blogger Jon Burg on how technology can be used to capture feedback, improve customer understanding, and ultimately deliver better experiences. The modern, always-on dynamic exchange between businesses and their customers opens new communications channels and marketing opportunities for forward-thinking brands. Marketers that connect these new customer
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  • Why the customer is NOT always right on social media

    Today's post has been provided by Nicole Matejic. Nicole is the CEO of global military think tank Info Ops HQ and is known for her crisis communications acumen as the #SocialFirefighter® at Australia's Social Media Monster. Currently providing social media training to NATO; Nicole's first book 'Social Media Rules of Engagement'
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  • 5 Tips For Getting The Most Out Of Your VOC Program

    This post originally appeared on Kampyle's blog earlier this month. Businesses today need to be able to analyse and interpret their customer experience in real-time and then adapt their response to effect positive change. The faster they can do it – the more agile the company is – the better
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  • Three Things ALL Companies With Outrageous Customer Experience Do

    Today's post has been written by Chris Luxford, a Senior Partner at The ASPIRE! Group and an old friend and colleague. Chris is passionate about CX and loves helping organisations change to create real innovation and differentiation and deliver their strategic goals.   Long ago the service a customer received
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  • Embedding Customer Centric Change

      In today’s post, I’m talking to customer experience managers or team leaders who have either just made a change or are about to which will make your organisation more customer centric. First of all, well done! It takes courage to make changes. And as George Bernard Shaw said: “progress
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  • Learning from US Customer Experience Leaders

    CXpert associate, Sean Heylen, steps in today to deliver his review of a brand new Customer Experience report from the US. A key study has detailed how leading businesses across a number of sectors have made Customer Experience, or “CX”, their core strategic focus, and how it is providing excellent
    ....READ MORE

  • Your Customer Rules!

    I had the good fortune to win a copy of the brand new book Your Customer Rules! through Sharon Melamed and her company Matchboard a few weeks ago (thank you again, Sharon!). Written by Bill Price (Amazon’s first Global VP of Customer Service) and David Jaffe (Consulting Director and founder
    ....READ MORE

  • Choose Your Customer Service Path

    The news this week that Comcast’s proposed $45bn merger with Time Warner Cable hangs in the balance because of their poor customer service highlights the cost of poor CX. After 10 years of calling customers names like Bitch Dog, A**hole, Whore and Dummy (in some cases to their faces), Comcast
    ....READ MORE

  • Be Transparent

    A lot of times when people talk about improving CX they speak in terms of large, sometimes ambiguous goals. Things like listen to customers, improve employee engagement, or understand your customers better. Over the holiday season I had a chance to talk with a friend who’s experiences with companies left
    ....READ MORE

  • Customers Going Rogue

    Social media has effectively turned customers into broadcasters. We all know the old statistics that a satisfied customer will tell 2-3 people about their experience with a company while a dissatisfied consumer will tell 8-10. Platforms like Facebook and Twitter where a post or tweet can be shared thousands of
    ....READ MORE

  • When Service Goes South

    I read a story this week about a restaurant customer who posted a negative review on Yelp which the owner of the restaurant then responded to (Woman Leaves Bad Online Review, The Owner Finds Out And Responds). It’s a ‘he said, she said’ situation so one can’t make judgements on
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  • Values, Vision, Mission

    Why does your company exist? If you answered “to put food on the table”, you need to look deeper. The money you make at work is the result of the reason. What greater benefit do you deliver to society? The answer to this question is formalised in your company’s Values
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  • Customer Experience vs Sales & Retention

    I’ve written in the past about the benefits of following a CX strategy and Watermark Consulting did some great analysis a couple of years back on how CX Leaders have outperformed CX Laggards on the stock market. So seeing these benefits, more and more businesses are now following a CX
    ....READ MORE

  • Passion and Commitment

    I truly believe that customer service people are some of the most passionate to be found in any organisation. Their commitment to customer satisfaction can go well beyond the four walls of the company, the hours of business or their job description. I heard a story this week about a
    ....READ MORE

  • CXM’s – Talk, Talk, Talk

    A Customer Experience Manager (CXM) should be gregarious by nature. Your job is to make people feel cared about so naturally you should be outgoing, fond of company, and sociable. Above all you need to be great communicators because to be successful in your role, you need to be constantly
    ....READ MORE

  • How Telstra is Changing Customer Perceptions

    The CEO of Telstra, David Thodey, joined the company in 2001 after 22 years at IBM. He was elevated to the position of CEO in May, 2009 and immediately stated that improving customer service, culture and innovation would be key areas of focus while he was in the role. Its an
    ....READ MORE

  • Employee Engagement & CX Delivery

    In a previous post I outlined the importance of having engaged staff in your quest to deliver exceptional customer experience. Staff need to be motivated, competent and innovative in the way they approach customer satisfaction. These thoughts were recently echoed by Rob Markey, co-author of The Ultimate Question 2.0, who
    ....READ MORE

  • Customer Feedback – 6 Guidelines

    A cornerstone of any customer experience management program is the solicitation and receipt of customer feedback. To understand your customers you must engage with them and give them the opportunity to provide feedback. You then need to show that you listened to them and did something with what they told
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  • Customer Journey Maps

    Before you can set about improving your customers’ experience of your company/brand, you need to understand how they interact with you throughout their entire ‘journey’ with you. This spans from before they recognise a need for what you do all the way through to when they finally no longer require
    ....READ MORE

  • Customer Experience – The Tablestakes

    So you’ve read my last post on the benefits of managing customer experience and decided to pursue a customer-centric strategy yourself. Congratulations! Deciding to put the customer at the centre of everything you do is a big step and already places you ahead of the majority of organisations today. Now
    ....READ MORE

  • Why Manage CX?

    Why are companies pursuing the goal of creating exceptional customer experiences? After all, CEM costs money. Lots of money. As with most enterprise goals, it certainly isn’t because they altruistically want their customers to have better lives (although I’m sure deep down they do). No, it does of course have
    ....READ MORE

  • What is Customer Experience?

    What better way to start a new blog about Customer Experience (CX) than to define what CX is. Let’s look at a few of the definitions a quick scan of the internet uncovers: Wikipedia “Customer experience is the sum of all experiences a customer has with a supplier of goods
    ....READ MORE

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