Decoding Customer Experience
Mark LevyBecome the CX leader your company can't afford to lose.
| Platform |  | Pricing | Freemium | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 334 | Founded | 5 years ago | Last Issue | 6 days ago |
| Active | |||||
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dcxnewsletter.comLatest Issues
The Nod Economy
“We have executive buy-in.”
This sounds like victory in customer experience. It means the leaders understand, the customer story landed, and someone with budget or authority said the experience needs to improve.
The accepted wisdom is th...
The Handoff Is the Experience
Welcome to the DCX weekly roundup of customer experience insights!
Customers lose trust when they have to carry the work the system should own.
The customer usually doesn’t care which team owns the problem.
They just know when the hand...
Why Leadership Teams Don’t Fix CX – They Protect the Decisions That Broke It
The company’s story vs. the customer’s reality
Companies are very good at explaining their own bad customer experiences.
Inside every company, there are reasons for why things work the way they do. A process exists because of a regula...
Customers Notice What the System Protects
Welcome to the DCX weekly roundup of customer experience insights!
Most customers never see the operating model.
They just feel the parts that reach them.
A delayed flight turns into a question of communication. A grocery store floor t...
Everyone Knows the Problem. Nobody Owns the Fix.
Customer experience has a dirty little secret
The biggest problems usually aren’t mysteries. They’re tolerated conditions.
The confusing bill, the broken handoff, the second call that leaves the customer with the same problem, dressed...
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| Subscribers | Engagement | 73 | Monthly Web Visits | ||
|---|---|---|---|---|---|
| Accepts Sponsors | Estimated Cost per Ad | ||||
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Authors
The writers behind this newsletter.
Building great customer experiences is my passion. Ex-Comcast, Ex-Frontier/Verizon; Author of The Psychology of CX 101
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