On the way to work this morning, I actually had to use my horn. Not a common occurrence for me. One minute, I’m riding the middle lane, keeping a respectable distance from the car in front of me (I have a thing about that). Next thing I know, a woman in a Lexus came merging over into my lane (she did signal) but she was moving into the lane right where my car was located. She almost sideswiped me. I had to lay on the brakes (good thing no one was tailgating me) so I also felt compelled to lay on the horn. She jerked around in surprise but kept on coming. Read more...
(315 words, estimated 1:16 mins reading time)
This morning, my eight year old daughter had a bit of a meltdown. This isn’t our usual family experience in the morning before school. It started with my husband waking her up and went downhill from there. One of her favorite things in the morning is getting into my side of the bed (after I get out) to curl up for a couple of minutes before getting in the shower. But every time she tried to do this today, one of us called her to do something else. By round three, she broke down (not enough sleep is definitely a factor) and cried. Read more...
(274 words, estimated 1:06 mins reading time)
I was at Disneyland this weekend with my husband and daughter to help a dear friend celebrate her birthday. I’m always fascinated by the customer experience they put together and the level of detail they go through. Three things struck me this weekend: Read more...
(328 words, estimated 1:19 mins reading time)
I’m trying to find my voice lately – not sure if I lost it or it’s simply tied up, doing something else at the moment. Maybe it’s due to brain distraction. My brain seems to be on high gear, even when I’m sleeping (either I’m dreaming more or I am remembering them more, who knows…). Read more...
(228 words, estimated 55 secs reading time)
I’ve been hearing a lot of questions about metrics and dashboards these days, especially the desire to have them be customer focused or customer centric. One of the things I have been working on is how to build a more customer focused dashboard. Read more...
(150 words, estimated 36 secs reading time)
Before the holidays, I decided I need to unclutter my brain. I have this thing about balance – I love challenge and energy at work and peace and partnership at home. I think on my Myers-Briggs results over the years and that makes sense to me – I am an ENTP but my E is borderline I. The results are so close, that some tests over the years call E, some I. Most people who meet me would think I am definitely an E but to have that level of energy, I need to recharge. I’m fortunate that my husband is my best friend and he totally understands me - we match in that lovely and indefinable way that has brought us 15 wonderful years and many more to come. Read more...
(259 words, estimated 1:02 mins reading time)
I was at a conference earlier this year when the discussion came up around improving customer churn and a couple of points I am always curious about came up – (1) Why do you measure customer churn? and (2) Who does the measuring and analyzing of that metric in your organization? Read more...
(226 words, estimated 54 secs reading time)
Posted in Customer Experience, Customers, KPI, Metrics, Retention
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Tagged attrition, churn, customer attriction, customer churn, customer rention, measures, Metrics
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When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first. These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.
Brand – Product – Service Read more...
(328 words, estimated 1:19 mins reading time)
I’m starting a new element on my blog that I think I am going to call Side Note. Here’s where I am at with this – I love what I do and as a key part of that, I really like engaging with others in the field (picking your brain is lots of fun for me) and the chance to share my learnings and mistakes along the journey of customer experience is part of the that fun. But (you knew that was coming, right?) there is a person in The Corporate Woman and I think there’s stuff I’d like to share on that front on occasion as we go. You let me know if it gets too tangled or your not interested. I can always split the path. Read more...
(421 words, estimated 1:41 mins reading time)
Posted in Authenticity, Balance, Change, Excercise, Goals, Health, KPI, Self-Clarity, Spirit, Wholeness
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Tagged Change, Clarity, Health, Journey, Progress, Scale, Weight Loss
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I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends. Read more...
(367 words, estimated 1:28 mins reading time)
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
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Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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