Thu.Apr 21, 2016

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Solution Design Light Bites

InMoment XI

5 Reasons Why Reporting Design is Like Baking I love to bake. In fact, I find it very therapeutic after a long day and see it as a great way to escape from my normal reality. However, as I was baking my favorite chocolate fudge cake the other day, I was thinking about the similarities. View Article.

Report 200
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Epidemic of Emotionless Experience Design

Experience Matters

As I’ve discussed many times on this blog, customers experience interactions across three dimensions, Success, Effort, and Emotion. So how effective are companies at proactively designing for those elements? Not very. In our latest CX management study, we surveyed 252 companies with at least $100 million in annual revenues and asked them about their experience design effectiveness.

Study 163
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Solution Design Light Bites

InMoment XI

5 Reasons Why Reporting Design is Like Baking I love to bake. In fact, I find it very therapeutic after a long day and see it as a great way to escape from my normal reality. However, as I was baking my favorite chocolate fudge cake the other day, I was thinking about the similarities.

Report 200
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How Documented Procedures Can Make Your Customer Support More Effective

Kayako

This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they will not be able to perform at their highest level. By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous.

Handbook 137
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Solution Design Light Bites

InMoment XI

5 Reasons Why Reporting Design is Like Baking I love to bake. In fact, I find it very therapeutic after a long day and see it as a great way to escape from my normal reality. However, as I was baking my favorite chocolate fudge cake the other day, I was thinking about the similarities.

Report 200

More Trending

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Five tips to make your VoC data actionable

OpinionLab

We’ve spoken a lot on this blog about the value of customer-initiated feedback and how this is the only way you can truly get to grips with what your customers really think about you. Undiluted feedback from empowered consumers in free text format is the key to an optimized CX. With all that being said, if your customers feel you’re not listening to them then they’re not going to want to engage with you.

Tips 78
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“If you need a video to explain the process, fix the process!” – Lessons from a journey mapping workshop

Heart of the Customer

I had the opportunity to conduct journey mapping with a state agency working to transform the employer’s unemployment experience. The group followed our first rule of journey mapping – always make sure the customer is included in the process – by conducting multiple levels of research, including in-depth interviews with employers who were new to the […].

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The citizen experience debate: Why you need to collect feedback

iPerceptions

Technology allows citizens the privilege of having something they never had before – the center stage to speak their truth and demand that they be heard. Before technology and the transparency, it brought, organizations and governments had limited means to get our feedback and bring awareness to topics that impacted us as a society.

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Print Is Part of Customer Experience

Topdown

Organizations know they need to design customer communications for multi-channel or omni-channel use. But what does that really mean? Primarily, it means we need to shift customer communications management (CCM) to a digital-first approach. What it does not mean is forgetting about print.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Improving Customer Experience | CX Buzz of the Week (21st April, 2016)

Customer Interactions

Our #CX Buzz roundup just gets better and better each week, made possible by the extraordinarily good content our featured authors keep putting out. Don’t miss Kim Niemi on creating memorable CX in CMSwire.com; Chris Ward [@mycustomer.com] with a review of Forrester’s ‘State of Loyalty’ report; Jeanne Bliss on how to say sorry; Technologyreview.

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Cutting What Counts

Smith+co CX

Last week, Britain’s second largest supermarket chain, Sainsbury’s, announced it was doing away with its existing ‘store trainer role’. The plan is to replace the role, currently held by 870 employees, with 280 learning and development management positions. For the supermarket giant, whose website boasts that ‘Motivated colleagues are fundamental to our continued success’ as a core brand value, I found myself questioning the business acumen of it all.

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7 Steps to Dynamic Customer Experience Measurement [Forrester Report]

Qualtrics

Think of a recent experience you had at a store. What were the attributes that contributed to how you felt about that experience, whether positive or negative? Maybe the sales representative went above and beyond to make you feel special. Or maybe you had the opposite experience – you were mistreated and left feeling like your business didn’t matter.

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Does your website promise more than you deliver?

Customer Enthusiast

Over spring break last month, like many Colorado families, we headed to Breckenridge for the week to ski and board. I had booked a 3-bedroom condominium through VRBO (Vacation Rental by Owner) at a lodge at the base of Peak 8. I booked this unit in particular because of the upgrades: gas cooktop, wine cooler, steam shower, dramatic 2-sided fireplace facing both the master bedroom and living room, and slopeside views.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.