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.
How Intrapreneurs Grow a Grassroots CX Program
Intrapreneurs are curious, passionate, and creative people who lead positive change inside the companies where they work. Through their “grassroots” initiatives, they build support in the lower levels of an organization and create change from the bottom up.
Decoding B2B Customer Loyalty
“You see that?!” She spat the words, jabbing her finger towards the wall behind me. “That’s the kind of relationship I USED to have with your company.”
9 Customer Support Survey Practices for More Responses and Tastier Insights
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email again.