Why I Joined CXPA as a Founding Corporate Member
I joined the Customer Experience Professionals Association (CXPA), a global industry trade group whose members are responsible for creating and maintaining an overall positive customer experience – a...
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Steve Jobs Has Passed, But His Imprint on Retail Will Last
Reflecting on his life and Apple’s humble beginnings while delivering a commencement address in front of Stanford University 2005 graduates, Steve Jobs commented that “You can’t connect the dots...
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The Apple-ization of Retail
Ten years ago Apple decided to re-enter retail. Industry pundits said it couldn’t be done and predicted the demise of the effort-even the company. Apple never retailed its products. Not content to do...
View ArticleWhat CXPA Attendees Learned
The Customer Experience Professionals Association (www.cxpa.org) held its first Member Insights meeting in Boston last week (10/19-20/2011). 160 attendees from about ten countries attended to form the...
View ArticleCustomers for Life
Customers for Life is the name of a Marcus Evans conference held near beautiful Hyde Park in Sydney, Australia. The event brings together customer experience (CX) leaders from the region for two days...
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Can Experience Design Help Healthcare? Yes!
Tom Lee’s presentation at this year’s GEL Conference focused on how his healthcare organization, One Medical, is making tangible progress to making the experience of healthcare delivery better while...
View ArticleSometimes, Taking Care of Non-Customers, Makes Your Customers Happier
Caring about people isn’t enough on its own to create a transformational customer experience. Without caring, however, treasured moments of genuine human warmth and connection just don’t happen....
View ArticleCan you steal an experience?
“Stealing an Experience” is completely different at the consumer and professional levels. At the consumer level, it might mean watching two movies on one ticket or peeking your head under a circus...
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See What You Say
There’s such a tendency these days to measure all aspects of the customer experience. Measuring what’s happening doesn’t make the difference. Designing and adjusting the experience does! One of my...
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Now Everyone Can See Everything
Check out the just-released (September 4, 2012) www.touchpointdashboard.com. It’s an amazing tool for CX leaders who need to put together the whole customer experience picture. Touchpoint Dashboard...
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