2021 CX Reflections – Building Community Through Servant Leadership
Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to...
Closed-Loop Culture or Closed-Loop Process?
In today’s world of surveys and Net Promoter Systems, the terms “closing the loop” or “closed-loop process” have become common in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an...
Words Matter in the CX Profession
I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the...
ROI and the Secure Customer Index (SCI)
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the...