Get Your CX Project Approved Every Time
Never present your CX business case without already knowing how every person in the room is going to vote.
Beyond Buy-in. 5 Stages of CX Engagement
If buy-in were enough to create change, then New Year’s Resolutions would have a 100% success rate. Navigate 5 stages of CX engagement.
How to Create a CX Presentation that Doesn’t Suck
You can’t bore people into action. Here’s how to create a CX presentation the audience will remember.
The CX Buy-in Magic Question
With the CX Buy-in Magic Question, you can get a meeting with almost anybody, build support for CX, and make people like you more. Seriously—it’s based on behavioral science.
CX Buy-in and How I Got Scammed out of $12 by a Pretty Girl in College
4 tactics to influence executives to buy-in to CX based on the psychology of persuasion. Includes specific examples for CX leaders.
Designing a Customer-Centric Culture – Interview with Annette Franz
Interview with Annette Franz about her book Built to Win, her own customer experiences, and her advice for leaders who want to build a customer-centric culture in their own organizations.
Never Give a Bad Surprise in Public – The Second Commandment of CX Influence
Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.
Never Upstage the Boss – The First Commandment of CX Influence
Your boss, alone, has the power to grant you a back-stage pass to the private executive afterparty — or banish you to a wasteland of ravenous soul-eating spreadsheets.
The Wrong Way to Write a Customer Apology Letter: Blame COVID
Companies that didn’t innovate during the pandemic turn to apologies. And it’s going horribly wrong.
Write a CX Business Case Your CFO Will Approve
As Customer Experience (CX) leaders, we’re continually in the spotlight to prove the value of CX. This starts with the CX business case.