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It’s Not Your Customer’s Job to Remember You
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CX Passport
Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)
The instinct that keeps getting us stuck A familiar CX pattern: Something isn’t working. So we add... Add a metric. Add a dashboard. Add a meeting. Add a governance layer. Add a “center of excellence.” None of that is careless. Each addition is usually well-intended. But over time, action slows down anyway. That came up in this week's CX Passport with Frances Chapireau. We weren’t debating tools or platforms. We were talking about why insight so often stalls before it turns into action. She...
When B2B Customers Go Quiet In this week's CX Passport, my conversation with Kári Thor Runarsson focused on something that feels obvious ... and still gets missed all the time in B2B. Silence is not neutral. In consumer worlds, silence often just means indifference. In B2B, silence usually means something else entirely. It means the customer has already decided it’s not worth the effort to engage. Not worth replying. Not worth correcting you. Not worth filling out the survey you keep sending....
CX doesn’t fail in theory ... it fails in policy A quick correction before we get started...Last week, I included a link to the episode guest, Sarah Kinard. Unfortunately, that link went to the wrong Sarah Kinard. I'm sorry about that, y'all. Here is the correct link: Sarah Kinard. Back to it... We talk a lot about customer trust in CX.But when I look at broken experiences, it usually comes down to a simple pattern: we design for the exception instead of the customer. This week’s episode of...