Customer 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…

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? …

In 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. …

Desk 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…

Customer 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…

I’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…

My 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…

I 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.

If 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. …