by m.lebedowicz
Working with customer experience as a program over the time illustrates that the attitude towards criticism and conflict changes. Critics become welcome. To encounter no critical feedback is seen more as a lack of interest rather than as a sign of perfection. Critics...
by m.lebedowicz
Once the corner stones of customer experience management are set, and once the customer journey logic and data structure are defined, it is time to choose a software tool base for data collection, data analysis, and reporting. It should be an enabling software,...
by m.lebedowicz
Scales are critical element when you want to measure. Scales are kind of grammar of customer experience. They are a way for customers to express themselves in an easy way, and a means to compare and analyze the data. What is a ‘good’ scale? In ‘older times’ we would...
by m.lebedowicz
The big blocking point for any customer experience program is the vertical organization of companies. As each head of department follows independent targets, the horizontal journey across departments is disparate. Through the customer’s eyes, it appears bumpy. The...
by m.lebedowicz
This is a dangerous attitude. Unfortunately, it finds friends among many technical people. All the more dangerous is to put the customer in a position of being the object of business. It might appear to be efficient in the short run, because machines will be subtle...
