Customer Bliss

FEBRUARY 24, 2015

Competency #4: Proactive Experience Reliability and Innovation . Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. 2 CCO Priorities: Experience Reliability and Experience Innovation.

Chief Customer Officer 161

Chief Customer Officer 2015 Social Media Innovation 161

Customer Bliss

AUGUST 20, 2015

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline for doing the hard work to deliver reliability and earn customer desire. I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire.

Chief Customer Officer 234

Chief Customer Officer 2015 Loyalty Innovation 234

Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Customer Bliss

JANUARY 5, 2016

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. Conclusion.

Chief Customer Officer 133

Chief Customer Officer 2015 Social Media Innovation 133

Customer Bliss

JANUARY 5, 2016

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. Conclusion.

Chief Customer Officer 100

Chief Customer Officer 2015 Social Media Innovation 100

Customer Bliss

JANUARY 5, 2016

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. Conclusion.

Chief Customer Officer 100

Chief Customer Officer 2015 Social Media Innovation 100

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Gaining leadership commitment to the five competency framework is your first milestone.

Leadership 209

Leadership Innovation Communication Customers 209