Scott Bideau

PROFESSIONAL BLOG: Perspectives from 20-years spent creating effortless customer experiences.

Investing in the Worker Experience

Customer experience leaders financially outperform laggards. Forrester Research calculates the advantage at 14%. While almost every company is chasing the CX hype cycle, many forget who creates and manages those experiences: employees. Here’s why you should also invest in the worker experience, including the ROI of doing so.

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Goodbye Steamboat

“Came for the winters, stayed for the summers.” A common saying amongst Steamboat Springs residents. Many credit the “Yampa Valley Curse” from a Ute Indian leader who swore nobody could leave once they moved in. Ironically, our family is now leaving because of the winters.
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Tales of the Trail

And on the 8th day, God covered Steamboat in single track. Actually, the hundreds of miles in bike trails that we now enjoy in Bike Town USA comes from decades of planning, building, and maintenance – mostly by volunteers. Two people who have invested more than most in that process are Marc and Gretchen Sehler. I ran into them on the trail this week and learned a lot about our local biking history.

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Over the Balloon

In anticipation of the 36th annual Steamboat Springs Hot Air Balloon Rodeo next month, I’ll share my favorite image from the event’s past. Proof that when you have a balloon festival in an area that is literally trademarked as the nation’s “Ski Town” – interesting photo opportunities present themselves.

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Bike Town USA Ambassadors

This summer I’m joining a group of 12 other volunteers in the inaugural class of Bike Town USA Ambassadors, a program that puts experienced local cyclists on area trails to answer any questions riders might have.  Having completed my first official ride today, I am thrilled at the impact this program is sure to have.

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Enterprise Search is Dead!

Gartner’s Magic Quadrant for Enterprise Search is officially dead – something that probably should have happened years ago when search became so commoditized. Corporate users don’t want “search.” They want insights. Thankfully, there’s a new Magic Quadrant for that.

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We Make a Life by What We Give

Winston Churchill once said that “we make a living by what we get, we make a life by what we give.” This idea was top of mind as I visited the Gates Foundation and pondered the magnitude of how Bill and Melinda are turning what they “got” into what they now “give.” When I posted this picture to  Twitter, I pledged to donate 100% of my income from the project to charities in my local community who have similar missions to that of the Gates Foundation. With the contracts now signed – I am excited to announce where that money is going.

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Know How & Know Who

Excellent perspective from a former co-worker of mine. And while most organizations are getting better at surfacing their “know how” content with technologies like enterprise search, many still struggle with how to identify who knows what. In this post, we’ll look at how to automatically identify and leverage expertise within your organization.

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104th Winter Carnival

This year marked the 104th anniversary of the Steamboat Springs Winter Carnival, complete with ski racing, ski joring, obstacles courses, ski jumping, and much more. It’s always a pleasure to photograph the event, not only for my own kids, but to gift the photos to all of the other participants and their families. Lots of fun images in the full post.

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CX: from Fluff to Tough

Everyone is talking customer experience. McKinsey believes CX programs can substantially grow revenues. Gartner predicts that most companies will soon compete on the basis of customer experience while forecasting that half of this year’s product investments will be redirected toward those initiatives.

But talk is cheap and most companies are seeing only modest impacts from their customer experience efforts if they can even measure them at all.

So how can you go from fluff to tough – driving both customer satisfaction and profits from your CX programs?

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© 2017 Scott Bideau