CX LabNotes Blog

Since when did CX become a “Game of Thrones”?

September 12, 2017

You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. … Continue reading

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

August 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. And with little wonder. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the … Continue reading

Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign

August 17, 2017

After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website.  It’s the realization of months of iterative discovery, creation and testing. Many times, however, the celebration is … Continue reading

Great digital VoC – like great CX – starts with great questions

August 3, 2017

Do your digital VoC strategies uncover highly actionable nuggets of information? Do these strategies then enable you to drive improvements against broader business objectives – such as increasing revenue and ultimately loyalty? If not, it could well be because you’re … Continue reading

How to build mid-management mindshare for your CX program

July 17, 2017

You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what it means … Continue reading

OpinionLab staff teach local sixth graders to code

June 29, 2017

On a windy winter Wednesday back in February, three OLabbers and I went to DeWitt Clinton Elementary School to talk programming with Mrs. Ashley Danoff’s sixth grade Math & Science class as part of the continuing efforts of our CSR … Continue reading

Four tips to improve customer experience with digital feedback

June 20, 2017

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. But only if it’s harnessed correctly. For this to be the case, there are a handful of absolutely critical strategies you … Continue reading

Do you have a customer experience blindspot?

June 8, 2017

In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and … Continue reading

Raiders of the Lost Omnichannel Experience

May 30, 2017

<Warning:  This blog contains spoilers for a 36-year-old movie>. My parents purchased their first VCR in 1984, and one of the first movies they bought on VHS was Raiders of the Lost Ark. I must have watched Indiana Jones do … Continue reading

Two reasons to analyze what customers say – not just what they do

May 4, 2017

In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that … Continue reading

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