Innovative CX

Have it your way! Can design thinking help improve the restaurant customer experience?

Innovative CX

I haven’t been courageous enough yet to go to a restaurant and enjoy a sit-down dinner. Rather, I’m patronizing my favorite restaurants through ordering and taking out dinners from their establishments. It’s a difficult time for restaurants.

Are you still chewing bubble gum when it comes to creating a better customer experience?

Innovative CX

In a scene from the 1988 movie, They Live, Roddy Piper utters the iconic phrase, “I have come here to chew bubble gum and kick a#!….and and I’m all out of bubble gum!”. Talk about getting right to the point.

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When Was the Last Time You Experienced Your Customer Experience?

Innovative CX

Or put another way, when was the last time you: Accessed your website from a mobile device? Checked to see if a promotion code works when you try to enter it online? Asked one of your field sales representatives about the specifications of one of your products?

Now’s not the time to be cutting Customer Experience funding.

Innovative CX

Is your organization reducing customer experience funding? Are CX leaders and staff members being let go? Is the pandemic being used as an excuse for delivering poor customer experiences? Is your online customer service experience getting better or worse? Don’t get me wrong.

Preparing Your Customer Experience Strategies for the New Normal

Innovative CX

Thank you TechTarget for publishing my Innovative CX Solutions article on "Preparing your customer experience strategies for the new normal". Also looking forward to learning from the many contributors that are a part of this community.

Nothing could have prepared us for the impact of this pandemic on the customer experience.

Innovative CX

Not the dot.com bust in the 2000’s. Not 9/11. Not the 2008 financial crisis. Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience.

Is this key ingredient missing in your customer experience?

Innovative CX

I live in a city that is mandating the use of masks to prevent the spread of COVID-19. I support this requirement if it helps flatten the curve and speed our recovery from this pandemic.

I wanted to be a Baker…

Innovative CX

A lesson in customer experience during a crisis. But I couldn’t raise the dough. Literally. Like many of us, Austin is under a shelter-in-place order. While reading everything in sight, including the latest issue of Bon Appetit’ I came across a recipe for Focaccia.

Creating a multi-generational culture to support your CX strategy.

Innovative CX

Baby Boomers, Millennials, Gen Xers and Gen Z’s make up our current workforce, but each has a unique set of needs. How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Consider these examples.

"We do what we do, and we do it together!"

Innovative CX

Take time to recognize those who are helping others in their time of need. The best CX of all! I’ve been inspired by this phrase ever since I heard Bradley Cooper say it in the movie, Burnt.

Life is just a series of freshman years!

Innovative CX

My adult children have grown tired of me saying this phrase repeatedly, but it still rings true for me. Deciding to begin a new venture brings with it all the anxiety, worry and irrational fears as did my first day in high school or orientation week at college.

The Meaning of CX – not that CX – this CX – the Colleague Experience

Innovative CX

There’s been plenty written about how to improve your customer experience. Lately it seems like we are all talking about the importance of the employee experience as well. The linkage between the two is imperative to improving both experiences. The Colleague Experience differs from these two.

CX - Making it Stick!

Innovative CX

My Dad would frequently tell this story of how he was hired for his first sales position at the start of his young business career. He was invited to interview with the President of Deluxe Corporation for a field sales position.

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Ask the QBQ for a better customer experience!

Innovative CX

I enjoy re-reading business books of the past that I used to aid in my professional development at some point in my career. In searching the archives, I found the book QBQ! The Question Behind the Question , written by John G. Miller originally published in 2001.

A knowledgeable, well-trained, professional customer service representative is worth their weight in CX gold!

Innovative CX

I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations.

Ban your CSRs from saying these words and phrases to improve your CX!

Innovative CX

Although we live in a much less formal world than we did say 20 years ago, I’m not sure customer interactions are the best place to demonstrate that informality. These are YOUR customers and we should treat them not as account numbers but as the most important asset we have as an organization.

With CX Technology Investments – Are you putting the cart before the horse?

Innovative CX

Investing in tools and technology to support your organization’s customer experience is important, necessary and often expensive. Sometimes, it’s also the first place some leaders start when they want to kick start improving their CX.

Transform Your CX by "Breaking All the Rules"

Innovative CX

In 1999, I read a book entitled, First, Break all the Rules, by Marcus Buckingham and Curt Coffman. As some of you know by now, I like re-reading business books from years past. It gives me the opportunity to assess what progress we’ve made in addressing our day-to-day business challenges.

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The Seven Deadly Sins of Surveying Your Customers

Innovative CX

are sent a survey after every transaction, online, at the coffee shop, when our car is repaired or at the post office. Most of these surveys claim to have just a few questions, they’ll take less than a minute to complete and some even reward us for taking the survey.

Do customers play a role in creating better experiences for themselves?

Innovative CX

There has certainly been a lot written about putting the “customer” in the customer experience. That is, ensuring that the voice of the customer is listened to when it comes to executing your customer experience strategy.

Chick-Fil-A knows how to do Chicken and CX!

Innovative CX

I must admit that I’m considered a “late-adopter” when it comes to technology. I’m not the first one to buy the latest smartphone, convert from cable TV to streaming apps or leap into the world of social media. So, it was with Chick-Fil-A.

A New Paradigm for Attracting Talent?

Innovative CX

This article was co-authored with my colleague and friend, Carol Kaemmerer. Why aren’t we marketing to prospective employees much like we do prospective customers? Companies are battling for talent.

Globalization and CX Podcast

Innovative CX

Take a listen to the latest podcast with Steve Walker from Walker Information and me as we discuss the challenges and opportunities in aligning your customer experience strategy as you grow your organization globally.

This Too Shall Pass

Innovative CX

What reactions have you encountered with the execution of your CX strategy? Have you heard or said the phrase, “This too shall pass?” I certainly have from time to time in my career.

Who “owns” the customer? The answer may surprise you!

Innovative CX

What’s your gut reaction when you hear the question, “Who owns the customer in your organization”? A frequent response I hear is, “Everyone does!”. While that may be an expected, even a noble answer in the world of customer experience, is it the right one?

Are we making it too complicated when trying to improve the customer experience?

Innovative CX

I’m continually amazed how difficult it is to do business with organizations of all sizes across a variety of industries. For some reason, when we walk through the doors of our organizations, we sometimes forget that we too are consumers.

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Five Ideas to Address the CX Naysayers in Your Organization.

Innovative CX

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Top Down or Bottom Up?

Innovative CX

What’s the best approach for executing an effective CX strategy? Is having the CEO’s endorsement the only way to successfully execute a CX strategy in your organization? Can you implement an effective CX strategy on your own within your own department or function?

The 7 Habits of Highly Effective People For a Better CX

Innovative CX

A leadership guide that could help improve your customer experience! One of my all-time favorite books is The Seven Habits of Highly Effective People by Stephen Covey [1]. Released in 1989, it has since sold over 25 million copies worldwide [2].

We're Hiring!

Innovative CX

This phrase seems to be everywhere these days. With record low unemployment and an economy that keeps surging along, employers are in desperate need of employees to serve their customers.

Ask these 3 questions.

Innovative CX

And your customers and employees will have a better experience with your organization! As a rule, I’m not a fan of lists such as these: · 10 steps to improving your CX. · 5 methods to improve your contact center performance. ·

I can't afford to invest in CX!

Innovative CX

“We’re totally focused on getting our products out the door or delivering our services”, said a small business owner to me. In the past, if someone had said that statement to me, I would have said, “You can’t afford NOT to invest in CX”.

The Three-Legged Stool of Customer Experience

Innovative CX

People, Processes and Tools. I hear them often in discussions and presentations as critical to the execution of an effective customer experience in an organization.

Customer Experience: Program or Mindset?

Innovative CX

During our lives, I imagine most of us have tried to learn a second language. Possibly because we were required to in school, we were traveling to a foreign country or we simply wanted to expand our knowledge of other countries and cultures.

Transactions or Relationships?

Innovative CX

Do your customers want transactions or relationships with your organizations? This is typically the first question I ask when speaking with aspiring professionals about customer experience strategy and design. It isn’t intended to be a trick question. The answer is simple – it’s both.

When Mistakes Happen.

Innovative CX

And you know they will if humans are involved in delivering products and services to your customers. Are you ready? Do you have an effective service recovery process in place to handle those mistakes?

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What's in a Name?

Innovative CX

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” I know I have been all too frequently. The noble and perhaps expected answer is “everyone does”.

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Your Satisfaction Guaranteed!

Innovative CX

Do guarantees help or hinder your customer’s experience? In this post, I revisit another “oldie but goodie” HBR article. Lowest Prices guaranteed! 100% satisfaction or we’ll make it right! Get it in an hour or it’s free! Make your best deal and we’ll beat it or pay you $500. Guaranteed. Period.

Simply the best.

Innovative CX

I recently posted a favorite quote of mine by Alan Turing… “Sometimes it is the people no one imagines anything of who do the things that no one can imagine”. During my travels last week, I encountered 2 individuals delivering exceptional customer experiences.

Will 2019 be your CX program’s ‘bifurcation point’?

Innovative CX

Evaluate your CX program against these indicators. The Bifurcation Point. Have you heard that term before? I did, many years ago and wondered what it was. Chuck McFall, a well-respected expert and consultant in the area of product management first introduced me to the term.