The 17-second customer experience strategy
JUNE 30, 2016
I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. You unite the silos and align the experience around the value of the customer. Align around experience. Let me explain.
Customer experience improvement program: 2017 assets
DECEMBER 1, 2016
know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. Customer experience improvement program: The basics. I won’t get entirely self-promotional until the end of this post, I promise. Customer experience improvement program: Keynotes.
How to Embed a Customer Experience Framework
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here. Do you know what you are supposed to be doing for your customers?
How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Just eight percent of marketing leaders have taken the crucial step of auditing and assessing the end-to-end customer experience. For too many marketers, improving customer experience means making the buying experience more ‘seamless’ or having ‘less friction.’
Customer Experience Strategy: How to Measure the Immeasurable
How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.
3 Powerful No-Sweat Customer Experience Quick Fixes
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].
Improve customer experience through design for reliability
JUNE 9, 2016
“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. That’s a major aspect of customer experience.
Customer growth comes from experience reliability
MAY 12, 2016
When I was first thinking about working on a post about KPIs and experience reliability, some of my digital marketing and SEO friends recommended I call it “research-backed KPIs for customer satisfaction.” ” I actually didn’t want ‘customer satisfaction’ in the title or concept. How does experience reliability help grow your customer base?
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products. Yet, relatively few contact centers have focused on providing a consistent customer experience.
Is silo mentality hurting your customer experience?
SEPTEMBER 5, 2016
Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. What is avoidable, however, is “silo mentality,” in which departments are isolated, proprietary, and competitive, and which can have a negative impact on customer experience. Why Silos Exist—and How They Should Be.
How Emotions Impact Customer Experience
JULY 7, 2016
This has the potential to completely revolutionize the way we think about customer service. Comparing your breakfast choice to a customer’s purchase decision isn’t comparing apples and oranges. Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them. Isn’t science awesome? Everything. Think about it.
What Customer Experience Is NOT!
AUGUST 19, 2015
Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? The post What Customer Experience Is NOT! appeared first on Customer Experience Consulting. Blog Customer Experience Featured leadership linkedin loyalty management marketingIt’s not. It’s not new.
Customer Experience Podcast – Big Lessons From My First 12 Guests
JULY 7, 2016
That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. Jude Donor experience to many for the first time. St. Great customer experience isn’t about campaigns.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones
Value-add leadership development for customer experience
JUNE 16, 2016
Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. Why is leadership development important for customer experience? Silos and territorial markings do absolutely nothing for customer experience.
The 2017 Customer Experience Outlook
JANUARY 17, 2017
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. The Customer JourneyTo communicate honestly.
How to Build a Seamless Customer Experience
APRIL 1, 2016
A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.
Is the Customer Experience Really Everyone's Job?
OCTOBER 27, 2015
Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. So it kills me when I see so many job postings for "customer experience" roles. It's true. In this regard.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line
The most important thing to know about customer experience competencies
MAY 19, 2016
because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. So what is Customer Experience?
Customer Experience Survival Guide
MARCH 26, 2015
The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. In today’s world, the only thing that customers care about is the experience. Customers want a consistent brand experience each time they interact with your brand – and they want it across all channels. Through successful customer experience management.
How Does Customer Experience Impact Angry Customers?
OCTOBER 31, 2016
Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. In our previous blog post, we took a look at customer mapping – we’re building on that in this post and asking how does the experience of the angry customer inform your strategy.
The Omnichannel Customer Engagement Playbook
The recent evolution of customer experience (CX) has been fast-paced and transformational
How Metrics Hide Serious Customer Experience Problems
OCTOBER 22, 2015
That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. The post How Metrics Hide Serious Customer Experience Problems appeared first on Customer Experience Consulting.
When Does Your Customer Experience Start?
AUGUST 3, 2016
When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” ” “The first time the customer has a problem or […]. The post When Does Your Customer Experience Start? appeared first on Customer Experience Consulting.
14 Articles to Help You Deliver Flawless Customer Experiences in 2017
JANUARY 12, 2017
It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! There’s been a lot of development around the customer support world this past year with more blogs, conferences, podcasts and consultancies popping up everywhere. Varun Shoor, Founder.
Customer Experience Isn't Just About Customer Service
JUNE 9, 2015
One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience. Instead, I hear a lot of misplaced ideas and excuses; one that I hear often is: "But we have a customer service department. You ask.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity
Customer Experience Resolutions
DECEMBER 31, 2015
Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Let's resolve to improve the customer experience. analytics customer experience employee experience journey mappingPersonally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. Good luck! Charles M.
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
NOVEMBER 29, 2016
So what on earth has this got to do with the subject of Customer Experience?! If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking. Short term focus – Customer Experience is a long term business strategy.
Leadership accountability is killing your customer experience
JULY 14, 2016
Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing.
A Great Customer Experience Isn't Enough
NOVEMBER 5, 2015
To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. The same thing has happened with customer service. Differentiation is just as important in customer experience.
Customer Experience Design: 3 essential (design) skills for creating a great customer experience
OCTOBER 28, 2015
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.
Customer Experience: The Differentiation Battleground
OCTOBER 17, 2016
Relying on the ‘reputation’ of the brand, they have just expected customers to come through the door because they sold what we wanted. From the minute we stepped foot in the showroom, it became clear how we were to be treated as customers. We were impressed – although at this stage, we thought that the experience we were having should be normal!
Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)!
How to Make Customer Experience Magic with Co-Creation Sessions (part 1)
JANUARY 11, 2017
Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […].
What makes the the worlds #1 Customer Experience brands?
MARCH 24, 2015
As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks ‘Who is good at CX?’ ’ is a pretty typical question.