Articles
How Much Money Is Worth Losing a Customer?
Every company wants to attract new customers, make them happy, and keep them. We claim to care about customer loyalty, and we love to survey people to see if they are likely to recommend...
Start With Customer Value or Business Value?
Someone sent me this video posted to LinkedIn where Teresa Torres explains why you should start with business value. Here’s a transcription: “An opportunity solution tree starts with a...
Business Goals Should Stay Away From The Tactical
One common mistake I have seen business leaders and executives make is to be too specific about goals and metrics. They might demand that product teams create or optimize for a particular...
Evolve Beyond Product-Led to Value-Led
Will we be a product-led, engineering-led, or sales-led organization? Will we be values-led, as in led by our company values? We will be value-led: how much value we can frequently create...
Domino Effects on Customers’ Choices
When we are serious about customer-centricity, we want to to truly learn potential and current customers' tasks, priorities, and decision making strategies. It's not just what do they...
Empathy – Knowledge – Action™
Empathy (Alone) Doesn’t Solve Problems Step 1: create empathy. Just have empathy for users. Design thinking is about empathy. UX work requires empathy. Empathy, empathy, empathy. Design...
Delta CX Behavior Triggers™
Where Are Metrics Failing Us? Metrics can show us that customers stopped at a certain point in a process, chose not to buy, or didn’t make it through an important task. Yet the metrics...
Agility versus Product-Market Fit
As I've been sending some proposals to startups lately, let's chat a moment about Agility and product-market fit, or PSE-market fit as I like to call it (products, services, experiences)....
Who Should We Interview?
Books, training, and other advice coming from non-CX sources often advise that - especially if you are starting out - you should interview anybody you can find. Or interview whoever is...
Buying a Large Print Book by Mistake
When I first published "Customers Know You Suck" in December 2022, Amazon search results looked like this:There appear to be two paperbacks, one $2 more than the other. People were...