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
Just Asking…
Loading ...
Category Archives: Customer Experience
Driving etiquette meets business actions
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.
Posted in Authenticity, Balance, Customer Experience
Leave a comment
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
Leave a comment
How far will you go?
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:
Posted in Change, Customer Experience, Customers, Family
Leave a comment
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
1 Comment
Customer focused dashboards
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.
Posted in Customer Experience, KPI, Loyalty, Metrics, Retention
Leave a comment
Metrics Part 2 – Customer Retention
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?
Posted in Customer Experience, Customers, KPI, Metrics, Retention
Tagged attrition, churn, customer attriction, customer churn, customer rention, measures, Metrics
3 Comments
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
Leave a comment
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
Leave a comment
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