Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. collage of customer journey maps! Some are simple.
Customers Today Crave Consistency!
Wired and Dangerous
NOVEMBER 28, 2016
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! Do you? trk=prof-post.
The Subtle Differences Between Customer Support and Customer Service
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. Customer support’ appears cooler because it has been popularized by new technologies and software.
Customer Satisfaction Versus Customer Loyalty
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. In this scenario, the customer is satisfied but not necessarily loyal.
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?
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 service is marketing.
Trust Centric Customer Journeys
Wired and Dangerous
DECEMBER 14, 2016
Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? And 76% of customers say that the level of customer service is the true test of how much an organization values them!
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. Customer Experience Strategy, Level 1: The Five Competencies.
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.
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: For the auditory learner.
Customer Experience Is… What, Exactly?
MAY 20, 2015
What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Yes, it’s the actual experience you have as a customer with a particular brand or organization. Customer Journey Mapping.
Forget Customer Feedback!
JULY 13, 2016
The customer thinks he’s just given a generic greeting…sort of the other side of “Good morning, how are you?” And, management thinks they have another satisfied customer. The 5 Myths of Evaluative Customer Feedback. What’s wrong with soliciting evaluative customer feedback? It is a piece of superstitious corporate behavior built on five myths. Guest Post by Chip R.
3 Ways to Expand Customer Experience Consciousness
JULY 27, 2016
This is a particular challenge in customer experience. Not only do you only know what you know – but your customers are each individual human beings, too. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting. You only know what you know. That’s the insurmountable truth about each human’s perspective. Think about it.
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
Tactics that Kill Customer Relationships
Who's Your Gladys?
JULY 7, 2016
While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys? Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call.
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. Customer Experience
The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service
FEBRUARY 23, 2016
It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. A longer post than usual this week, but one that will make you smile, if not laugh out loud!
Voice of the customer: Your 4-point action plan
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly? Voice of the Customer Step 1: Data. Voice of the Customer Step 2: One-company leadership.
The Omnichannel Customer Engagement Playbook
The recent evolution of customer experience (CX) has been fast-paced and transformational
15 Customer Retention Strategies for Long-Term Customer Loyalty
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Give customers one-on-one attention. Enhance your blog. eBooks.
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. Unite Your Silos—and Provide a Unified Customer Experience.
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. Customer experience is huge and all-encompassing, so many think of improving it […]. The post 3 Powerful No-Sweat Customer Experience Quick Fixes appeared first on Customer Experience Consulting.
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. The number of organisations and their leaders who have started to ‘talk’ about Customer Experience has steadily increased over the last few years.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates
Understanding Customers Through Anthropolgy
Wired and Dangerous
JANUARY 31, 2017
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities; they also have major differences. What if you carefully watched your customers in action with an eye to seeing them anew as a social clan?
Time for a Customer Service Makeover?
Who's Your Gladys?
NOVEMBER 30, 2016
Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. The post Time for a Customer Service Makeover? Here are a few ways to minimize these types of service disruptions. It was a. appeared first on Who's Your Gladys?
Customer Analysis: How about creating a customer room?
NOVEMBER 3, 2016
Customer analysis is no doubt an important topic in CX. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you. The power of the customer room: Visual storytelling. Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. Aided listening.
7 Guaranteed Ways to Lose a Customer
OCTOBER 17, 2016
You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. You stopped doing the things that brought you success and took your customers for granted. How did you get into this position? I bet if you asked your customers why they stopped shopping with you these are the reasons they would give. What happened?
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
How to Boost Customer Retention with Unified Customer Support
SEPTEMBER 1, 2016
When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me. From your customer’s perspective, self-service channels provide support that is both convenient and easy to access. Maybe.
Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities
FEBRUARY 13, 2017
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. commonplace.
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. Customer service ?
What 1000 Consumers Say About Bad Customer Service
DECEMBER 8, 2016
Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. CONTENTS. Takeaways.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity
Customer retention: 35 data-backed approaches
JUNE 23, 2016
I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. In short, if the customer experience is good, the customer retention is there.
When Customer Expectations Are Unreasonable, Meet Them Anyway
Who's Your Gladys?
SEPTEMBER 6, 2016
It takes self-control to handle a customer with over-the-top expectations. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys? customer loyalty Customer Service Uncategorized above and beyond service customer care Customer Experience marilyn suttle
Moving customers from “cost center” to “asset”
SEPTEMBER 8, 2016
Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” ” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Can they contrast it with the value of lost customers? Weekly? Annually?
6 Customer Service Facts for Every Business
FEBRUARY 2, 2016
Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service. ” We are here to serve the customer and to ensure their needs, wants and desires are taken care of. If not, they will take their business elsewhere. you won't be successful without them.