Seaton CX

SEPTEMBER 27, 2023

In the classic arcade game Whac-a-Mole, you wield a foam mallet to smash a relentless parade of devious plastic moles that pop up from holes in the arcade cabinet and taunt you. It’s a rush of activity, where success is measured in milliseconds and the agility of your reflexes. Yet, for all the whacking, the moles never truly disappear—they retreat momentarily, only to resurface elsewhere.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Seaton CX

AUGUST 17, 2023

With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience? Yes, absolutely—if you know what to measure. Knowing what and how to measure the customer experience begins with understanding the customer journey though your customer journey map.

Customer Journeys 52

Customer Journeys Measurement Customer Experience How To 52

Seaton CX

JUNE 28, 2023

Generative AI technology, like ChatGPT, should be your next contact center investment. “If you genuinely want to put customers first, you must put employees more first,” says Hal Rosenbluth, author of The Customer Comes Second. It’s a bold claim, but the data backs it up—there’s a strong correlation between employee morale and customers satisfacti on.

Contact Center 87

Contact Center Training Chatbots Technology 87

Seaton CX

MAY 24, 2023

We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. We have baselines, benchmarks, and trends, arranged in reports and dashboards for easy consumption. AI analyzes every call to the contact center. Automation sends a survey after every support ticket is closed. We fixate on the results, creating scorecards and setting improvement targets.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

Seaton CX

MARCH 7, 2023

Leading CX requires leading people—even those who don’t report to you. Especially those who don’t report to you. And while we humans have spent the last few millennia trying to convince each other we’re a rational, logical, structured, analytical, consistent, data-driven, strategic-planning, business-case-writing, common-sense kind of folk, we don’t act that way.

Customer Experience 59

Customer Experience Transportation Leadership Fashion 59

Seaton CX

JANUARY 31, 2023

When I’m emphatic that CX leaders need stakeholder analysis to get buy-in , some people look at me like I’m a rhinoceros. Or worse, a psychologist. (Just kidding. I love psychologists!) Sometimes I get asked “can’t I just talk to people and build relationships naturally?” And the answer is yes, you can! If you’re satisfied with the results you’re getting, keep doing what you’re doing.

Communication 52

Communication Sports Leadership Meeting 52

Seaton CX

JANUARY 18, 2023

Let’s start the morning with mobsters. Because it’s January, and mobsters are more interesting than the annual performance reviews hanging over your head like a cartoon anvil, ready to crush you with 10,000 lbs of monotony. Brad demonstrated the corporate value of excellence by improving operational processes, streamlining department communications, and always submitting his expense reports on time, even when he was working 37 hours/day and got hospitalized for burnout-induced heart palpitations

Analysis 83

Analysis Sports Hospitality Travel 83

Seaton CX

JANUARY 3, 2023

It’s a new year, so that means planning CX goals. Refill your coffee and grab a pen and paper (yes, a real pen and paper) because today we are going to do a visualization exercise. Visualization techniques are used by top performers in every field, from athletes to entrepreneurs. In this exercise we’ll identify your CX vision and the exact steps to make it reality.

How To 78

How To Exercises Leadership Financial 78

Seaton CX

DECEMBER 6, 2022

You stride confidently into the conference room. Stop. Scratch that. Let’s try again. You connect confidently to the Zoom call. Nested in your daughter’s bedroom, you carefully angle the laptop so the webcam shows a blank wall behind you and not her memory board—a scrappy mess of drawings and photos she hasn’t updated since “in-person school” returned after the pandemic was “over.”.

Leadership 75

Leadership Conference ROI Meeting 75

Seaton CX

NOVEMBER 30, 2022

What if your 2023 CX initiative came to life? The Fairy Godmother of Thanksgiving sang Bippity-boppity-boo at your annual planning meeting and your corporate initiative developed consciousness. It started thinking. It started talking. And it wrote you a cover letter. (This is a little weird, I know—but hear me out!). Your 2023 CX initiative would say this: COVER LETTER FROM A NON-BORING CX INITIATIVE.

Brands 75

Brands Airlines Entertainment Travel 75

Seaton CX

NOVEMBER 15, 2022

How would this email make you feel? Re: Customer Interview Scheduling. Hey there, just a friendly reminder that you still need to schedule your customer interview…. Is there anything more passive-aggressive than the “friendly reminder” email? Let me nag you, but don’t be mad because I’m a “friendly” nag. I didn’t want to nag in the first place, but you made me do it—it’s really your fault.

How To 75

How To Leadership Video Customer Insights 75

Seaton CX

NOVEMBER 8, 2022

I got cocky—and I failed. The setback would cost my team months of progress. I’d connected to the Zoom meeting with a colleague to pitch our newest proposal—a premium service that would improve customer success and generate revenue for our company. After a string of successes, I was riding high on my reputation with the executive team. I thought this meeting was a formality—an official rubber-stamp of approval so my team could get back to work.

Meeting 52

Meeting Leadership Resources System 52

Seaton CX

NOVEMBER 8, 2022

I got cocky—and I failed. The setback would cost my team months of progress. I’d connected to the Zoom meeting with a colleague to pitch our newest proposal—a premium service that would improve customer success and generate revenue for our company. After a string of successes, I was riding high on my reputation with the executive team. I thought this meeting was a formality—an official rubber-stamp of approval so my team could get back to work.

Meeting 52

Meeting Leadership Resources System 52

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out. And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Seaton CX

OCTOBER 19, 2022

A man with an expensive haircut stands in front of the screen. It shows a picture of the Harvard rowing team. “We’ve all got to row in the same direction!” He waves his arms. Then a quiet man shuffles behind the podium and mumbles into the microphone. Bullet points in 8-point font appear on the screen behind him. He reads them. One. By. One. A woman talks about a “green belt” project, pointing to tiny graphs and spreadsheets.

How To 75

How To Customer Centricity Meeting Culture 75

Seaton CX

OCTOBER 11, 2022

It’s 1:13pm on Wednesday. Brad, the new hire, knocks hesitantly on your office door. His voice is shaky. “Do you have a minute? I could use your advice on something…”. You know it’s never a minute. Not when he looks like a neglected little puppy bringing you a tennis ball. This could take all afternoon. And you have so much work to do. You glance at the 239 unread emails in your inbox.

Meeting 75

Meeting Culture Company How To 75

Seaton CX

OCTOBER 5, 2022

“Do you like magazines?” asked the cute stranger standing at my dorm room door.

Leadership 75

Leadership Management Customer Experience Customers 75

Seaton CX

MARCH 24, 2022

Interview with Annette Franz about her book Built to Win, her own customer experiences, and her advice for leaders who want to build a customer-centric culture in their own organizations.

Customer Centricity 75

Customer Centricity Culture Customers Customer Experience 75

Seaton CX

OCTOBER 12, 2022

The Second Commandment of CX Influence: Never Give a Bad Surprise in Public. Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.

Meeting 145

Meeting Strategy 145

Seaton CX

JANUARY 27, 2022

Your boss, alone, has the power to grant you a back-stage pass to the private executive afterparty — or banish you to a wasteland of ravenous soul-eating spreads. The post Never Upstage the Boss – The First Commandment of CX Influence appeared first on Seaton CX.

Communication 75

Communication Leadership Management Customer Experience 75

Seaton CX

JULY 7, 2021

“You see that?!” She spat the words, jabbing her finger towards the wall behind me. “That’s the kind of relationship I USED to have with … Decoding B2B Customer Loyalty Read More ». The post Decoding B2B Customer Loyalty appeared first on Seaton CX.

B2B 52

B2B Loyalty Customers Voice of Customer 52

Seaton CX

AUGUST 4, 2021

I have deep empathy and respect for intrapreneurs. I used to be one! I was a serial intrapreneur for a B2B SaaS company before founding … How Intrapreneurs Grow a Grassroots CX Program Read More ». The post How Intrapreneurs Grow a Grassroots CX Program appeared first on Seaton CX.

B2B 69

B2B Company Leadership Management 69

Seaton CX

NOVEMBER 23, 2021

As Customer Experience (CX) leaders, we’re continually in the spotlight to prove the value of CX. This starts with the CX business case. It’s easy … Write a CX Business Case Your CFO Will Approve Read More ». The post Write a CX Business Case Your CFO Will Approve appeared first on Seaton CX.

Customer Experience 75

Customer Experience ROI Customers 75

Seaton CX

JANUARY 20, 2022

Companies that didn’t innovate during the pandemic turn to apologies. And it’s going horribly wrong. The pandemic stoked an eruption of innovation – curbside pickup, … The Wrong Way to Write a Customer Apology Letter: Blame COVID Read More ». The post The Wrong Way to Write a Customer Apology Letter: Blame COVID appeared first on Seaton CX.

Innovation 87

Innovation Customers Company Communication 87