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. But I have put together some resources that can help you start the journey towards a workable customer experience strategy. The work is hard and demanding.
Customer strategy: Crawl, walk, run
JANUARY 12, 2017
Hopefully you have eyes on a customer strategy for this year. Like much of what I do and speak about, it’s rooted in the five-competency framework. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map. Unite and build.
What's Your #CX Strategy?
JUNE 30, 2015
Image courtesy of AnnaRachel1 What is a customer experience strategy? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers). There should absolutely be a hook into your corporate strategy. what do they buy?
5 CX Strategy Killers You Need to Get Over
JANUARY 14, 2016
The post 5 CX Strategy Killers You Need to Get Over appeared first on Customer Experience Consulting. Blog Customer Experience Featured customer service employee engagement leadership linkedin loyalty management strategyHow many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities.
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.
Do Customer Journeys Drive Your Content Strategy?
OCTOBER 20, 2016
But I haven’t seen many that use journey maps to drive their content strategies. This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience.
Customer Experience First, Business Strategy Second
OCTOBER 5, 2015
On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Need help co-creating your customer experience strategy? Brand StrategyHappy CX Day! Everyone loves to talk about how Zappos.com delivers a great customer experience.
Find, Win, Keep: A simple customer centric business strategy
JULY 27, 2016
Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ However, it is usually at this point where ‘the wheels start falling off’ – what Gary asked next was the most important question of all: ‘So tell me – what is our strategy to KEEP the customers we WIN?’ ’ Now that is a question.
15 Customer Retention Strategies for Long-Term Customer Loyalty
OCTOBER 8, 2016
For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader. Enhance your blog. Increase your social media presence. eBooks.
Linking CX Strategy to Corporate Strategy & Brand Values
OCTOBER 9, 2014
Image courtesy of joey.ganoza How do you link your customer experience strategy with your corporate strategy? The discussion was focused on linking customer experience strategy to corporate strategy and brand values, and there are some great nuggets in this Hangout that I thought would be valuable to share here, in case you missed it. What does success look like?
Customer Strategy – the missing connection in Customer Experience
MAY 14, 2015
One of the key reasons why so many of us have experiences that fail to meet our expectations is that there is often a very significant connection MISSING – and that connection is more often than not the absence of a CUSTOMER STRATEGY. Most organisations do not find it difficult to develop a business strategy. If the business purpose is the starting point, what is the end point?
Highlights of Customer Experience Strategy Advice
DECEMBER 31, 2015
Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Here are highlights to accelerate and maintain your success: Customer Experience Strategy. Customer Experience Strategy: Shared Vision. Advice This Past Year.
How to Make Customer Experience Strategy Integral to Corporate Strategy
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. Purely.
Blending Your Customer Success And Advocacy Strategies
JULY 15, 2016
In his 2016 Advocamp Amp Talk, Lincoln Murphy, former Customer Success Evangelist at Gainsight, explains how to align your advocacy and customer success strategies to keep both your customers and your business. The post Blending Your Customer Success And Advocacy Strategies appeared first on Influitive. Customer success isn’t about saving your customers from drowning.
The Definitive Guide to Chat Bot Strategy
NOVEMBER 30, 2016
If you realize the value chat bots could offer your business but aren’t sure how to go about developing a strategy, this guide is for you. Now that we’ve covered the basics of chat bots, let’s talk about why your company needs a chat bot strategy and how to go about formulating one. Why You Need a Chat Bot Strategy. You Need a ChatBot Strategy Now (Tuck Ross, Medium).
The Next 5 Strategies for Ramping up Customer Engagement
ICC Decision Services
NOVEMBER 19, 2015
In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Gamify shopping experience by introducing tools that will interact with shoppers. Reach customers via social media. Engage customers on a non-tech level.
Get Your Experience Strategy Ready for the 4th Quarter!
AUGUST 24, 2015
Are you preparing your customer experience strategy for this? The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter! Blog Customer Experience Featured culture customer experience speaker customer experience strategy linkedin loyalty services training workshops
Four Strategies For Successfully Implementing Software
DECEMBER 1, 2015
One weekend I decided I would be the “Fun Dad.” ” Rather than make the normal oatmeal or scrambled eggs for breakfast, I started to make pancakes for my kids. Batter mixed, ready to pour onto the griddle, my 7 year old daughter said, “What color are you going to put in?” ” What a fun idea, View Article
5 ways customer feedback can improve your content marketing strategy
DECEMBER 15, 2016
Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. Yet, according to Altimeter, 70 percent of marketers lack a consistent or integrated content strategy. Identify gaps in your current content marketing strategy. Final thoughts.
Why companies are focusing on their customer experience strategy
MAY 10, 2016
In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. And so, as you dig into Tyler Douglas’ ebook on customer experience strategy, I urge you to consider your role in customer experience as the connector of this information.
How Customer Experience Metrics Help Create A Winning Strategy
SEPTEMBER 14, 2016
Companies can use customer experience metrics to determine the best strategy for particular business goals. There is a wide variety of considerations to examine before developing a successful strategy. How Do Customer Experience Metrics Help Create a Successful Business Strategy? Data can be routinely examined so that you are always improving your business strategy.
Customer Experience Strategy: How to Measure the Immeasurable
MAY 5, 2016
But how do you go about creating a customer experience strategy that emulates these retail giants in a way that works for your own customers? Customer experience strategy in this instance requires that we empower our agents to make a real difference in customers’ lives. What’s Your Customer Experience Strategy? Take a second to reflect on some of your favorite brands.
Five Steps to Create Your CX Strategy: Step 1
JANUARY 5, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate. View Article
Five Steps to Create Your CX Strategy: Step 3
JANUARY 19, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. What Do Your Customers Want? View Article
How to Choose the Right Customer Service Strategy (Infographic)
DECEMBER 29, 2015
Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. On the other hand, if your employees are not happy with your company strategy they will not care about what your customers feel. Infographics Tips and Tricks customer service strategyThe great customer service begins with being employee focused.
Five Steps to Create Your CX Strategy: Step 2
JANUARY 12, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. Step 2: Who are you? mean really, who are you? The 5 steps. View Article
Customer Experience Strategy: What to Include, and What to Avoid
ICC Decision Services
AUGUST 3, 2016
Committed to ensuring your customer experience strategy serves as an effective guide for all your teams and executes like a dream. Ask yourself: Does our CX strategy meet these standards? Many retailers assume their customer experience strategy is airtight. If you’re serious about competing to win in retail, then you’re undoubtedly: Focused on your customers (vs.
Intelligent Assistants – Your Breakthrough Self Service Strategy
FEBRUARY 16, 2016
We concluded that Intelligent Assistants are not just a channel shift strategy. This might offer a phase two for many organisations who have made chat a centre piece of their digital engagement strategy. As you have probably gathered I’m a growing fan of what Intelligent Assistants can achieve within a well conceived omni-channel strategy. How so? What’s Under The Bonnet?
Easier Said than Done: Move the Needle with Your Customer Experience Strategy
MAY 5, 2015
My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. are challenging questions making us think our strategies are easier said than done. Tractor talk!
Do You Have A Digital Intelligence Strategy That Will Win?
Forrester's Customer Insights
DECEMBER 13, 2016
Your digital intelligence strategy and implementation is struggling to keep up with your device-hopping customers. Focus your digital intelligence strategy like a laser on the customer experiences that matter most to your business outcomes. You're trying. And it's difficult - so many obstacles. So, tackle the Digital Dilemma head on. Align the plan to the right metrics and KPIs.
10 Principles of a Successful Customer Strategy
OCTOBER 26, 2016
customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need. Ten principles at the heart of an effective customer strategy. Link your company’s customer strategy to its overall identity.
Increasing member engagement: 4 effective strategies for online community growth
OCTOBER 4, 2016
According to Schmied, creating a plan that aligns your strategy with your calendar of community activities is key to creating a fun environment for your members. Schmied concurred, saying that evolving the engagement strategy helps maintain people’s interest. Online communities are now an important tool in gaining ongoing customer feedback and insight. Have a plan—but be flexible.
5 Strategies for Improving Call Center Coaching Sessions
SEPTEMBER 15, 2016
While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. Part of a manager’s job is to assess performances, but asking an agent to grade their own work can be one of the best call center coaching strategies. The post 5 Strategies for Improving Call Center Coaching Sessions appeared first on inContact Blog. Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. Keep It Confidential. Be Specific.
"Be Positive" is Not a Strategy
JANUARY 8, 2015
This is going to be our big change strategy? Being positive is not an employee engagement strategy, a leadership strategy, or a directive to drive culture change. Image courtesy of Will S. Have you ever felt like the picture to the left describes your workplace? agreed, and I still believe a positive mental attitude has many benefits. And, quite frankly, that''s depressing.
The only correct social media strategy
NOVEMBER 9, 2015
If you’re an entrepreneur you probably care about social media strategy. Gary Vaynerchuk – I assume you know the guy, since you care about your social media strategy – summed it up perfectly. Gary came up with the jab, jab, jab, right hook strategy. The jab, jab, jab, right hook strategy is about consistently giving value to the user and then follow through with a solid ask.
Creating a Customer Insight Strategy
FEBRUARY 24, 2015
Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. In fact many business strategies that I’ve seen, which seek to pepper their presentation with customer language, if you look closer are really channel strategies or product strategies – reflecting the current silos in that business. Latest Thinking Marketing Strategy
Not All Data is Important for Your Customer Experience Strategy
APRIL 29, 2016
Customer Experience Customer Feedback Management Customer Feedback Customer Experience Strategy Voice of the Customer Customer Centricity Customer Experience ImprovementIn the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this: Talking Head: Big data is the future. Big data.
How to Drive Customer Experience Strategy: 5 Steps
DECEMBER 17, 2016
Is customer experience a passenger or a driver of your company’s corporate strategy bus? Companies that treat customer experience as a determinant of corporate strategy tend to have stronger business results than companies that treat customer experience as a subset or unrelated to corporate strategy*. How to Drive Customer Experience Strategy. Follow the money.
How do you know if a customer-centric strategy is working?
JANUARY 19, 2017
Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones. How do you know any strategy works? Not all actually do.