Heart of the Customer

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

Will a Four-Day Workweek Boost EX & CX?

Heart of the Customer

Conventional wisdom holds that a great employee experience promotes a great customer experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Customers Give Feedback Every Day. Most Brands Just Aren’t Listening.

Heart of the Customer

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains.

Unsung Benefits of B2B Customer Journey Mapping

Heart of the Customer

To gain (or maintain) traction in the marketplace, it’s no longer enough to offer great products and services. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially?

B2B 85

How eCommerce Fits Into Retail's Post-Pandemic Future

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

ROI 145

Survey Says: Close the Loop!

Heart of the Customer

I’m going to channel my inner Steve Harvey and imagine we’re playing a CX-themed Family Feud: One hundred CX Leaders were surveyed and asked, “How can you quickly show tangible value from your CX program?” And the survey saaaaaays…Close the loop!

Learn Everything You Need to Know About CX From ’80s Music

Heart of the Customer

I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. Much to the chagrin of my wife, who has broader musical tastes.

Customer Journey Mapping Examples

Heart of the Customer

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.

Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises.

UPS Fail: Mishandled With Care

Heart of the Customer

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse.

ROI 137

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

The Customer Journey Mapping Process That Drives ROI

Heart of the Customer

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong.

B2B CX Strategy Trends That Should Be On Your Radar

Heart of the Customer

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.

B2B 78

An Effortless Experience Isn’t Enough

Heart of the Customer

In CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience.

Learn From West Elm’s Missed Opportunity

Heart of the Customer

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience.

Course 132

The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

Customer Journey Maps: The Top 10 Requirements

Heart of the Customer

Do You Need a CX Vision?

Heart of the Customer

“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and […].

Tips 78

What’s in a Name? Your Ability to Please Your Customers

Heart of the Customer

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia.

Tips 137

CX Needs Change Management

Heart of the Customer

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Empathy in Action: A Primer on Effecting Change

Heart of the Customer

Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too.

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.

Tips 142

Nitty-Gritty CX Truths

Heart of the Customer

You probably don’t need me to tell you this, but those in customer experience can have a rough go of it. You’re typically a small group – that is, when it’s not just you by your lonesome! – and you’re tasked with influencing the entire organization.

10 Questions for B2B2C CX Leaders

Heart of the Customer

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.

B2C 98

The Ultimate Guide to Customer Service in 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

What Can the CX Tech Stack Do for You?

Heart of the Customer

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way.

Tips 127

Tech Innovations Will Raise Expectations

Heart of the Customer

The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward.

10 Questions for B2B CX Leaders

Heart of the Customer

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.

B2B 98

Easy Listening…and CX Learning

Heart of the Customer

I love to break up my day by getting outside for a nice, long walk. And with a hint of spring in the air, those of us in northern climes will soon be able to do that more comfortably, more often. In addition to warmer weather, this spring may also usher in a host of […].

Tips 78

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Don’t Leave Your Customers Stranded

Heart of the Customer

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me.