In 2006, my industry colleague Francoise Tourniaire and I wrote a book called Collective Wisdom: Transforming Support With Knowledge. At the time, we billed it as the first book on […]
The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, […]
Lowering the Cost of Failure
Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car. I wasn’t quick enough with my camera to take […]
How To Map Your Customer Experience Journeys
Recently, we made the case for mapping your customer experience. So, how do you do it? If you can get the right people in the room, it’s surprisingly easy. Here’s the […]
Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]
Map your Customer Experience…and Surprise Yourself!
“O wad some Pow’r the giftie gie us To see oursels as ithers see us!” Robert Burns Seeing ourselves as others see us is a gift. And Customer Experience Mapping […]
Great Customer Experiences
It’s been an atypically long break between blog posts. (Some might call it a welcome respite.) Lots of work travel, and we’re just back from a lovely vacation in Spain. […]
What Do We Do About All Of These Myths?
Goodness me, listen to me go on about these metric myths. If you’ve made it this far, you can be forgiven for asking, “That’s all fine, but what do I […]
Metrics Myth 11: Any Initiative for Which You Can’t Define Clear Outcomes Isn’t Worth Doing
This is another inference from “you get what you measure.” If you don’t know how to measure an initiative, you don’t know what you’re trying to achieve. And if you […]
Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose […]
