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 ...
Tag Archives: Customer Experience
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
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?
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
1 Comment
Customer Experience Professional
Customer experience is a growing specialty field. It goes by many names and titles but the disciplines are quite similar. As a member of this growing group of practitioners, I’m fascinated with the backgrounds where my colleagues come from. Many are from market research backgrounds (since getting the customer feedback is where you start a program) but mine is a different path. I come from an improvement background (project management, Lean Six sigma, program development, etc). I believe the heart of a customer experience program is identifying and driving customer fed improvements.
2009 – Kicking off the new year
The holidays are over and I am back to work after my longest vacation off in my working history. It was lovely but it will come as no surprise to those close to me when I mention that I managed to snag an awful virus and was sick for the whole two weeks. I am still dragging through the dregs of it… All of that aside, it was a lovely and quiet holiday, filled with family time and I treasure the opportunity I had.
Posted in Balance, Customer Experience, Loyalty, Vacation, Work
Tagged Balance, Customer Experience, Loyalty, Vacation, Work
Leave a comment
One more day…
I have a lovely, long holiday planned with my husband and daughter. Sixteen days off. A rare thing in my life. Normally, I only have a week off at a time (total of nine days), so this rarity will be something to treasure. I’ve spent a fair amount of time the past few weeks encouraging my team to do the same. For a Customer Insights organization, the end of the year is not a crazy one like some parts of the org, more a time to wrap up projects.
Posted in Balance, Customer Experience, Family, Health, Vacation, Wholeness, Work
Tagged Balance, Customer Experience, Family, Health, Vacation, Wholeness, Work
Leave a comment