CX Journey

How to Create a Brand Identity Your Customers Are Most Interested In

CX Journey

Today I'm pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about.

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How to Create a Superb Customer Experience on the Web

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site.

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What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

Customer Experience and Customer Service: What's the Difference?

CX Journey

Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.

Focus on the People and the Numbers Will Come

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp.

Leaders Need to Show, Not Just Say

CX Journey

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

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You Aren't Journey Mapping

CX Journey

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot.

Exposure is What You Die from in the Desert

CX Journey

If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading.

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On Becoming People-Centric

CX Journey

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.

Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter.

Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity?

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses.

Why Customer Experience is a Marathon Full of Sprints

CX Journey

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners.

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10 All-Too-Common VoC Program Mistakes - Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes.

Do You Believe in Your Company's Core Values?

CX Journey

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong.

Prioritizing Your #CX Improvement Initiatives

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You've listened to customers. You've mapped their journeys.

Has Your #CX Transformation Stalled?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey.

Agile Working in Practice: More Tips to Help Analytics Teams Transition

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here.

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Building Blocks of a Customer Experience Transformation Strategy

CX Journey

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right?

10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here.

5 #Leadership Books You Must Read in 2019

CX Journey

Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot.

The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

7 Customer Experience Strategies You Can Hack from Amazon

CX Journey

Image courtesy of Pixabay Today I'm pleased to present a guest post by Jason Grills with ProProfs. Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry.

The #CX Perception Gap

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

Do You Care About Your Employees?

CX Journey

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees?

We Have a Crisis in Leadership

CX Journey

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities?

How Do You Measure #CX Success?

CX Journey

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success.

12 Principles of Successful #CEM Change Management

CX Journey

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change.

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Drive Real #CX Change with Journey Maps

CX Journey

Are journey maps a waste of time, or can you really use them to drive CX change?

Imagine That You're a Human.

CX Journey

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Imagine for a second that you're a human. Yikes! Unfortunately, more companies need to start thinking this way!

A Great Customer Experience Isn't Enough

CX Journey

Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did.

On Which Does Your Company Focus: Customer Acquisition or Retention

CX Journey

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ?

CX Journey™ Musings: Culture is More Than Hiring the Right People

CX Journey

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact.

Developing Your #CustomerExperience Strategy

CX Journey

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan.

Question Everything

CX Journey

Image courtesy of Pixabay But we've always done it that way! Is that one of the favorite sayings within your company? from your leaders? Or maybe it's, "That's just the way we do things around here."

From Journey Map to Experience

CX Journey

Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified. Customers are yearning for better experiences. But what are you doing to design a better experience?

Journey Mapping Your Way to Better Customer Communications

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers.

Break Down Barriers to a Great Customer Experience

CX Journey

Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone.