Sometimes the smartest move isn’t to add... We all know the math. It costs less to keep a customer than to find a new one. Every CX leader can quote that line in their sleep. Yet time after time, companies spend their energy... and budgets... chasing new customers while ignoring the ones they already have. I saw this firsthand recently. A product I’ve used for years... one that’s been part of my weekly CX Passport workflow... decided to roll out a bunch of new "premium" features. I didn’t ask...
18 days ago • 2 min read
When I think “customer experience,” I don’t immediately picture steel-toed boots and scaffolding. Yet talking with Alyssa Staats reminded me that CX isn’t reserved for hospitality, retail, or tech. It’s just as relevant... maybe more so... in places where the work itself looks interchangeable. In the world of architecture, engineering, and construction, every project follows strict codes, specs, and materials. On paper, one firm’s output looks just like another’s. But Alyssa pointed out...
25 days ago • 2 min read
Customers don’t care about frameworks… they care about results We in CX can get really good at admiring our own tools. Conferences, frameworks, awards… they’re fine, but none of that matters if a customer’s problem still sits there unsolved. The scoreboard should be fewer headaches… faster outcomes… better decisions. “We shouldn’t be there for ourselves… It shouldn’t be too much about the conferences, the awards, the titles, the frameworks. It should be really… about solving customer...
about 1 month ago • 2 min read
I can get too obsessed with researching a purchase. Not always... but I can fall deep into review hell when I’m trying to book a resort or choose a restaurant in a new city. Hours lost comparing, scrolling, analyzing... all just to make what should be a simple decision. That’s why what Cami Ferreira shared with me on CX Passport intrigued me. “In Brazil, it's about talking, it's about empathy, it's about emotion that, at the end of the day, drives trust.” In Europe, the average customer...
about 1 month ago • 2 min read
Maybe this word isn't what I thought it was Words shape the way we see the world. And sometimes the words we use every day blind us to what is actually in front of us. “Customer” might be one of those words. “A customer is literally a wallet with a human attached to it... But why do they become customers in the first place? Well, they're motivated to achieve something... it's the culture, the relationships, the situations they are in, the technologies they use. And it's a beautiful landscape...
about 2 months ago • 1 min read
Sometimes you have to prove the value... before anyone asks you to There’s a certain grit required to thrive in customer experience. It’s not a function where you wait politely for permission. It’s not about carefully guarding your lane until leadership hands you authority. CX rewards those willing to take risks... to act before being asked... to prove the value and let the recognition follow. That truth came alive in my conversation with Mike Kendall. He reminded me that CX can be a career...
about 2 months ago • 1 min read
Don’t let 'em see it “Do no harm” might sound like a physician’s credo... but Tori Signorelli makes a strong case that it belongs in the CX playbook, too. “The truth is… change creates disruption… what you don’t want is for that mess to be their problem, right?” In her new role at Alaska Airlines, she’s stepping into a classic CX paradox: transformation is exciting... AND it’s messy. Something breaks. Something lags. Something falls through a crack. The business moves fast... and the customer...
2 months ago • 1 min read
There's more than customer happiness Hi there We talk about “value” a lot in CX... but rarely do we define whose value we mean. Michel Stevens offers a framework that cuts through the noise. “There are three forces, and they need to be in balance. It's about creating value... creating value for your customer, creating value for your organization and creating value for your brand.” Most of us are pretty good at that first one. Creating customer value is table stakes in CX. And if you’ve been...
3 months ago • 1 min read
CX doesn’t beg for a seat at the table... it earns it Hi there We talk a lot in customer experience about wanting “a seat at the table.” But Kate Guenther didn’t wait around for an invitation. She brought results. “I've seen us reduce fraud, deliver product insights, boost conversion. I mean, those three alone get you a seat at the table in the room.” In this episode of CX Passport, Kate shows what it looks like when CX leaders speak the language of the business. Not NPS. But revenue, risk,...
3 months ago • 1 min read