Tag: communications

4
Feb

Why Traditional CX Programs Earn Low Scores from Their Clients

Three Root Causes and Their Solutions. At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment 2) Misunderstanding the True Voice of Customers and Employees 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee

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10
Dec

The OODA Loop: How to turn uncertainty into opportunity

The OODA Loop: How to turn uncertainty into opportunity As the world moves faster and faster, we need to improve our ability to change our minds based on a changing reality. By doing this, we can turn uncertainty into opportunity and ambiguity into advantage. OODA is a model of individual and organizational learning and adaptation to do just that. The

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4
Jun

Customer Experience Fuels Innovation

Customer Experience Fuels Innovation Guest Blog: Annette Franz, CCXP How does customer experience fuel innovation? This is a hot topic. We want (need) to see companies innovate for the customer, but many companies still struggle with what that means, how to do it, and what it takes to truly be innovative; instead, they imitate. I think Kerry Bodine said it

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28
May

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point. Our years of experience have shown us that using open-ended survey questions to

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30
Oct

CX Complacency due to lack of major, visible crisis

CX Complacency due to lack of major, visible crisis Guest Blog: Annette Franz, CCXP When it comes to a customer experience transformation, is there a visible crisis in your business? Or is everyone happy with the way things are? The one step of Kotter’s 8-Step Process for Leading Change that resonates with me is the first one – especially as

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6
Oct

Removing the barriers to effective customer experience analysis

Removing the barriers to effective customer experience analysis With a direct link clearly established between customer satisfaction and revenue growth, you would think that customer experience scores would be on the rise. Unfortunately, that’s not the case. According to Forrester’s US 2017 Customer Experience Index (CX Index™), CX quality worsened between 2016 and 2017. And this is in the face of

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10
Aug

Where should we begin our CX journey?

Where should we begin our CX journey? My favorite analogy with respect to the CX world is to compare it to a soccer game played by five-year-old children.  If you have ever watched one of these games, you will understand why – usually all the children are chasing the ball together, no spacing around the field, just a wild race

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