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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Category Archives: Communication
Starting a customer experience project
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.
Posted in Change, Communication, Customer Experience, Customers
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And then there was…
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…).
Posted in Change, Communication, Customer Experience, Listening, Strategy
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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
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.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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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.
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?
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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When predictability is good or “How to Train your Dragon”
My husband and I took our seven year old daughter to see the new 3D movie “How to Train Your Dragon” this weekend. http://www.howtotrainyourdragon.com/ We thoroughly enjoyed it – funny, sweet, well designed and yes, predictable. I found it interesting, hearing some of the negative comments from the other movie goers regarding that very predictability.
Posted in Balance, Communication, Family
Tagged Customer Experience, Family, How to Train Your Dragon, Predictability
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The Deliberate Customer Experience
So tell me, is your customer experience deliberate? That was one of the questions posed last week at the NPS conference and it made me think – what do you mean by deliberate? Does that mean written down? Does that mean everyone in the company knows it? I think that you have to be both – every employee should know it, feel it really, and it should be written down. Because if no one writes it down, everyone believes we all have the same idea… and I would bet that isn’t the case. It may be shades of grey close but still, is that deliberate enough? This is beyond mission statements and core values – this is what you want your customers to see, think and feel when they interact with you and your products/services. Right? What do you think?