Beyond Philosophy

SEPTEMBER 5, 2020

Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is “the best” creates some serious conflict compared to reality.

Sports 115

Sports Definition Consulting Customer Experience 115

Doing CX Right

SEPTEMBER 5, 2020

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 of my recent Customer Experience book. Getting customer feedback and applying VOC best practices is essential especially during a pandemic because people’s expectations are constantly changing.

2016 52

2016 Travel Feedback Insights 52

SurveySparrow

SEPTEMBER 5, 2020

Let’s say you are looking for a productivity tool online. Would you be reading a lengthy whitepaper that talks about the uses of the tool or would you want to check out the tool and see how it works? Of course, you would check the latter. While most users do go through the sales cycle where they consume a lot of supplemental material about the product, they would want to see how the product works in real life.

Demo 52

Demo Sales Marketing User Experience 52