While every company understands the need for a CFO, most of them do not understand the need for a CCO (Chief Customer Officer).

I consider myself a Customer Experience Investigator(sm). I’m thinking of creating a “CXI” badge to flash when I arrive at the scene of the crime.

Away from the office gives you freedom.

In the continuing webinar series “Customer Experience And…” I had a chance to talk about an often-overlooked first touchpoint: Recruiting.

If you can find an hour, you can do the following to help improve your customer experience.

When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.

Your processes might be working. But it’s the little things that chip away at customer relationships.

Asking questions without limitations can lead to a better experience for your customers.

As leaders, none of us are too far away from this level of self-deception.

Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.