Doing CX Right Blog
WHAT YOU DO TODAY IMPACTS YOUR TOMORROWS. KEEP LEARNING & DOING.
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10 Leadership Strategies To ‘Crawl, Walk, Run’ Your Way To Success
Happy employees fuel happy customers. This statement may sound strange but it is true. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create
8 Strategies To Get Great Customer Service (Starts With YOU!)
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
20 Ways To Celebrate CX Day & Keep Momentum Going
What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are many answers to this question, but one that is common across all industries relates to company culture. How brands make people feel directly impacts...
Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme
21 Powerful Ways To Build Brand Loyalty
ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken
Business Success Tips Based On 25 Yrs Of Marriage
Today is my milestone 25th wedding anniversary. Having come from divorced parents, it’s a big deal for me. I tell you this because there are many relationship lessons I’ve learned over the years and want to inspire you to enrich connections
CX Leadership Lessons Based On “The Four Agreements”
Many self-help books drive positive changes and personal growth. My all-time favorite is The Four Agreements by Don Miguel Ruiz. While listening to the chapters of the audiobook
5 Reasons to Get CX Certified & University Recommendations
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees who are CX certified are in great demand. While on the job training and reading books provide great learnings
CX Leadership & Overcoming Diversity Challenges
(Originally published in March 2019. Updated in 2020).
There’s an increasing amount of conversations about diversity and inclusion, and I love it! It’s actually possible that the next generation, including my own daughter, will have
