Heart of the Customer

Propel CX Momentum With Quick Wins

Heart of the Customer

I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this.

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Enable CX Action by Removing Barriers

Heart of the Customer

On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. Catch up on earlier posts in the series here!)

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Enlist a Volunteer CX Army

Heart of the Customer

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives.

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Create a Compelling CX Vision

Heart of the Customer

Rallying your teams to move to a more customer-focused approach requires letting them know what needs to be done. And nothing is more effective at accomplishing that than having a compelling CX vision for what the future looks like.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Build an Executive-Level CX Change Coalition

Heart of the Customer

You can’t create an improved customer experience without active executive support. The top barrier to customer experience (CX) initiatives is “Other priorities.” Unless you actively engage executives on an ongoing basis, your program will become another flavor of the month.

Customer Journey Map – the Top 10 Requirements

Heart of the Customer

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy. At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, […]. The post Customer Journey Map – the Top 10 Requirements appeared first on Heart of the Customer.

The Secret of CX Success

Heart of the Customer

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count.

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Empathy.

Heart of the Customer

A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives […]. The post Empathy. appeared first on Heart of the Customer. Driving Culture Change Minneapolis CX customer voice driving change empathy

Five Ways to Make Your Surveys Matter

Heart of the Customer

Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!), we’ve found some common themes – notably that most programs use NPS as […].

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Need a Presentation With Punch? Think Visually

Heart of the Customer

“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent).

To Spur Action, Create a Sense of Urgency

Heart of the Customer

I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. If your company is doing well, it’s hard to get people’s attention. Why tinker […]. The post To Spur Action, Create a Sense of Urgency appeared first on Heart of the Customer.

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Surveys in the Time of Pandemic

Heart of the Customer

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived.

5 virus-related CX tips you need TODAY

Heart of the Customer

We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer. Customer Experience Employee and Customer Engagement Coronavirus customer journey customer relationship C

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Understand Your Employees’ Current-State Journey

Heart of the Customer

Any wishful thinking that this crisis might blow over in a couple of weeks is pretty much shot. It now seems likely that we are facing a prolonged period of home-bound isolation, and, most tragically, the deaths of tens, if not hundreds, of thousands of Americans.

Chase Business Results, Not Survey Scores

Heart of the Customer

We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus. CX people focus on survey results; their thoughts are on how to improve the experience in order to improve […]. The post Chase Business Results, Not Survey Scores appeared first on Heart of the Customer.

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

When Eating the Elephant, Don’t Boil the Ocean

Heart of the Customer

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)

Heart of the Customer

I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks.

The “Why” Behind CX Pros’ Failure to Prove Business Results

Heart of the Customer

A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year.

Is IT the ‘It Factor’ for CCOs?

Heart of the Customer

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers.

Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty? Think Customer Advisory Boards

Heart of the Customer

Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. These days, there seems to be a lot of talk about customer experience.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

When CX Is a Matter of Life or Death

Heart of the Customer

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.

Three Ways to Show Business Impact for Your CX Program

Heart of the Customer

Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.

Stop Playing CX Whack-A-Mole

Heart of the Customer

“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences. This is especially […]. The post Stop Playing CX Whack-A-Mole appeared first on Heart of the Customer.

Four Common Journey Mapping Mistakes

Heart of the Customer

Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again. So here are four […]. The post Four Common Journey Mapping Mistakes appeared first on Heart of the Customer. Customer Experience Customer Journey Map

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

What You “Know” about Your Customers Probably Isn’t True

Heart of the Customer

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer. Voice of the Customer choosing a journey consumer journey contest customer Customer Experience customer voice CX data quality journey map journey mapping moments of truth VoC workshop

Six Ways Journey Mapping Can Drive ROI

Heart of the Customer

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.

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Use Smart AI to Reduce Churn in Three Steps

Heart of the Customer

Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization. If, like many companies, you’re not paying attention when they turn on their blinkers to make that move, you’re making a costly mistake. To avoid missing […]. The post Use Smart AI to Reduce Churn in Three Steps appeared first on Heart of the Customer.

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Contribute to Journey Mapping Body of Knowledge

Heart of the Customer

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […]. The post Contribute to Journey Mapping Body of Knowledge appeared first on Heart of the Customer. Customer Experience

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The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

Heart of the Customer

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.