Published inR Before D·Sep 20How Metrics Influence Product StrategyMetrics, including Key Performance Indicators (KPIs), are essential for businesses to track progress on goals. However, the metrics chosen can significantly impact product strategy and customer experience — for better or worse. Focusing on the wrong KPIs can drive teams to achieve business goals in deceptive or devious ways. This…Experimentation3 min readExperimentation3 min read
Published inR Before D·Sep 7Create Customer Journey Maps That Don’t SuckCustomer journey maps (CJMs) are a popular tool many companies use to visualize the steps, highs, and lows that customers experience when engaging with a product or service. The maps aim to highlight pain points and opportunities to improve the experience. However, many journey maps are created based on assumptions…Customer Journey3 min readCustomer Journey3 min read
Published inR Before D·Sep 6Don’t Guess, Discover: Use The DPKQ aka “The Quadrant Exercise”We’ve all been in those meetings… we were so sure we had a great idea. We even did a survey that showed people would love it! But now, months later, we’re in trouble. Customers are complaining on social media. Our own goals aren’t being met. Where did we go wrong? …Discovery4 min readDiscovery4 min read
Published inR Before D·Aug 28Data and Accountability: Be a Low Ego Action HeroIn our recent live YouTube show, Oz du Soleil (YouTube: Excel On Fire) shares his experience as a data analyst and the challenges of being the bearer of bad news. He often had to tell people that the reports they relied on were wrong. …Data3 min readData3 min read
Published inR Before D·Aug 20Avoid Crappy and Misleading Desk ResearchDesk research is popular, but I often find it to be problematic. When my team does it, our goal is domain knowledge, not gathering data about our target audiences. As an agency, we are often working on projects in domains where we are not yet experts. Therefore, it’s important to…Research6 min readResearch6 min read
Published inR Before D·Aug 17One CX Touchpoint: Cruise PricingCustomer Experience (CX) is everything that touches your target and current customers, and everything they can touch. Every interaction is an opportunity to build a relationship or potentially end the relationship. This is why Customer Experiences must be deliberately designed for customers’ satisfaction and success. Today’s One CX Touchpoint is…Pricing Strategy7 min readPricing Strategy7 min read
Published inR Before D·Aug 10Ask Me Security Questions Only About MeI’ve noticed a strange trend in security questions. Perhaps security-minded people think that too many people might know the standard questions. Maybe you know my mother’s maiden name, where I was born, or the addresses where I used to live. The trend is to ask me questions about people the…Security4 min readSecurity4 min read
Published inR Before D·Jul 31My New Strategy: Remove AlgorithmsMy new CX strategy as a content creator is: Remove algorithms. That means I want to more directly connect with you. And I don’t want an algo NOT showing you the things I write, post, or broadcast. What’s going on? No matter what I post and where I post, a fraction of people…Algorithms2 min readAlgorithms2 min read
Jul 26All of my articles here are now freeI left the Medium Partner Program because I would rather you be able to read all of my articles than for me to block some of you. There used to be a workaround where you could open paywalled articles in a private browser. That doesn’t work anymore, and many of you can’t see my articles. Leaving the program was easier than manually going into every article and doing a multi-step thing deceptively designed to keep me from removing articles from the paywall.Paywall1 min readPaywall1 min read
Jul 23Live FREE Webinar/Podcast Schedule — Q3 2023If you enjoy some of these articles, you will really love our new YouTube channel, “Customer Experience — Customer Centricity,” aka CX-CC. There’s no club to join and no fees. Just tune in! Subscribe and ring that bell to be notified of all of our live streams and video uploads. …Customer Experience2 min readCustomer Experience2 min read