Nothing is more fun than swapping horror stories about bad (or good, or weird) customer experiences you’ve had. And TotalCX is a place where you can do just that. However, it isn’t just a place for stories—it’s also a place to figure out how the customer experience should have been…what exactly went wrong…how to best improve it…and what lessons can we learn from it.
This is also a place where I can post my views on how to best create the experiences that customers want to have with you. I’ll be talking about Customer Co-Design (where you work with customers as partners in defining your future products, processes, business models, etc.) as well as Customer Scenario Mapping, the Patricia Seybold Group’s methodology for co-designing with customers. As co-developer of the methodology, with Patty Seybold, I’m in a real good position to offer ideas, but I’m also here to get new ideas from you, and to build on each others’ thoughts about how to create, evolve, and continue to offer a great TotalCX! I look forward to your posts.