Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. They need proof.

Outlook 64

Outlook CX Customer Experience 64

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Gaining leadership commitment to the five competency framework is your first milestone.

CX 83

CX Innovation 83

Customer Bliss

AUGUST 20, 2015

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline for doing the hard work to deliver reliability and earn customer desire. I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire.

Outlook 93

Outlook Innovation Customer Loyalty Customer Experience 93

Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Outlook 67

Outlook CX Customer Feedback Customer Experience 67

Customer Bliss

JULY 14, 2015

The five competencies connect customer experience to business growth, unite leaders on customer priorities, and shift your business focus to earning the right to grow by improving customers’ lives. If your results suggest that you are “early” in some activities within the competencies, you are in good company. Take the audit.

Engineering 58

Engineering Business Growth Business Operations Customer Experience 58

Customer Bliss

JANUARY 5, 2016

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. Conclusion.

Social Listening 53

Social Listening Outlook Social Media Innovation 53

Customer Bliss

JANUARY 5, 2016

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. Conclusion.

Social Listening 40

Social Listening Outlook Social Media Innovation 40