My Twitter Feed- TabithaDunn: @MKCallConsult Awwwww... thank you for the #ff! January 27, 2012
- TabithaDunn: @Turntablez We will - we are going to just chill at home (games, movies, family time) the best January 27, 2012
- TabithaDunn: @Turntablez Thank you for the kind #ff. I hope your week was a good one :) January 27, 2012
- TabithaDunn: I'm so happy it's #ff @MKCallConsult @maldyj @jeanniecw @Turntablez @bobehayes @Natasha_D_G @KateNasser Have a great weekend, all of you :) January 27, 2012
- TabithaDunn: @Turntablez I hope you have a good weekend as well - no more packing :) January 20, 2012
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Author Archives: Tabitha
A delay and an apology…
Well, I confess that I have gone awry in my writing as of late. My apologies for that. My confessions of ineptitude are mere excuses (life got in the way, shoulder injury, poor sleep, etc…) and I shall do my best to do better 
This week, I will kick off my thoughts on the core of a successful customer experience program and I look forward to hearing from you as we go. Onwards to Part 1 of the discussion!
Posted in Announcements, Balance, Communication, Customer Experience, Listening, Self-Clarity
Tagged Customer Experience
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The core of a customer experience program
With so many customer experience programs beginning, many people are asking, “Where do I start?” It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program. And it might be interesting for those of you who are already well under way in your program.
Chief Customer Officer – My Dream Job
I have been recently reading the Forrester article titled Customer Experience Executives’ Top Priorities for 2010 and one of the things that jumped out at me is that concept that “Chief Customer Officers will become as common as Chief Marketing Officers”. Interesting thought to those of us in the field. It’s a dream job for me from a career perspective. The chance to continue advancing in the career I’ve come to love is exciting. Companies who embrace customer experience as a discipline are understanding that customer insights are a potentially untapped asset within their company and digging deep to understand your customers makes them happier and your company more financially successful long term.
Posted in Customer Experience
Tagged Chief Customer Officer, Customer Experience, Customer Insights, Forrester
5 Comments
Book Review – Switch
I like to read (a lot) and the mix of books tends to vary, depending on whatever attracts me at the time. I keep a mix going, usually have at least two progressing (some on the Kindle, some from the library).
Posted in Balance, Change, Customer Experience, Listening
Tagged Change, difficult, drive, switch
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The Value of Patience
I’m not altogether certain I was patient much as a child, perhaps I was but just don’t recall but I suspect that I wasn’t. Patience as an adult hasn’t always been a strong point either but I am finally getting better at it. Last year, I declared that I was going to embark on the journey of being healthier. I finally had the surgery on my deviated septum, so I could breathe better. From there, I started modifying my eating habits. Already good, I made them better. No fast food, no junk food, no soda, no prepared food (that’s right – no cans, no boxes, nothing previously frozen). That was both harder and easier than I thought it would be. My husband is a marvelous cook and he has chosen to make the journey with me, so that has helped a lot!
Posted in Balance, Change, Excercise, Goals, Health, Social Media, Wholeness
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The Power of Listening
I recently had the opportunity to speak at a summit meeting for a SaaS firm in the area called Appfolio One of the great questions that came up during the Q&A was this (forgive the paraphrasing): “What is one of the most powerful things you can do to improve your customer experience?” My answer: active listening
Posted in Communication, Customer Experience, Customers, Listening
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A confessed customer experience geek
I recently had the opportunity to listen to Robert Stephens, of Geek Squad fame, and I was fascinated with one particular image he shared, which I immediately and shamelessly appropriated. I loved hearing him speak and then he showed a Venn diagram (shown below) and really won me over. Yes, I do enjoy a really good Venn diagram. Come on, be honest who doesn’t love them?
Customer based executive compensation
Before you say anything, I recognize I’ve been somewhat absent. My fault completely, no excuses, just an attempt to do better and be more present. To kick things off – I was fortunate to be at the Engage Summit http://engagesummit.com/ last week (as a speaker no less). It was quite interesting, some fascinating speakers and topics, lots of good grist for blogging as well, so you should see me back here more often as a result.
Posted in Customers, Executive compensation, KPI, Metrics
Tagged executive incentives, KPI, NPS
4 Comments
Rhythm of Business
I’ve been thinking a lot about timing lately – so much of success can hang on that. But timing, the right timing, doesn’t have to be left up to luck. You can plan for it. We’ve been talking about developing a clear understanding of the rhythm the business uses to make decisions. The better that rhythm is understood and mapped out, the better functions like mine (customer insights) can adapt to it and deliver what analysis is needed to help support and drive business decisions.
Posted in Balance, Change, Communication, Customers
Tagged Analysis, Reporting, Timing
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Happy in your job or making the right hiring decision
I am fortunate to be doing what I love and really enjoying the people and the culture of my company. Like most of you, I have had jobs where that was not the case. In fact, I’m willing to bet that some of you reading this are in that type of job right now. How do we go from being excited about a new job to wondering how we can get out?