Writing: My personal blog
I used to call my personal blog PR Clinic. It is where I curated tips and tricks I have learned over the years to enhance and improve the customer experience, both online and offline. My passion is helping people and teams work to communicate more clearly and consistently — especially through their websites.
My favorite tools involve UX and CX systems. You’ll see this reflected in some of my writing. For me, it is all about driving change in customer relationships, behavior, and branding.
Look at some of the most popular posts below, or visit my current blog for a deep dive.
Most Popular Posts
- Web Governance Roadmap
- Web Training Program Checklist
- Web Design Strategy Step-by-Step
- The Campaign Message Box: the Zone to Stay on Message
- Why Web Scorecards Rock
Reading: Bookshelf
On my bookshelf are two influential reads that provide valuable insights into strategic communications.
Positioning: The battleground for your mind. I recommend reading this “bible” to learn techniques for persuading people to your point of view. Although it predates the rise of social media and the 24-hour news cycle, I believe it will leave you with lessons on how to be a better communicator. This slim book is a quick read and well worth your time.
A How-to Guide for Service Improvement Initiatives. This report is from our northern neighbors. Canada was way ahead of most of the public sector when it moved services into a one-stop shop experience. This report will show you how they did it and offer you some tips that you can incorporate into any enterprise modernization effort you undertake.
Tools: Call a Meeting to Build Your CX Roadmap
Have you ever facilitated a workshop where you needed to chart your current progress and create a roadmap for your next steps?
If you are responsible for customer experience, this tool is for you.
I’m offering it for free on my Scribd page and as a PDF download. Hand it out at your next meeting and ask those in the room to evaluate where you are at today independently. Discuss it as a group, and then use the red/yellow/green roadmap to color yourself GREEN in every category.
- Your CX Roadmap Tool (PDF)