ijgolding
JULY 14, 2017
What does your brand stand for? Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).
Storyminers
MAY 8, 2017
In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. Some have seen their fortunes rise. Some have even stayed at elevated levels. Here’s why.
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CX Journey
MARCH 15, 2016
Third Moment of Truth (TMOT) : Ex-P&Ger Pete Blackshaw introduced this MOT back in 2006 , and he basically refers that powerful inflection point where the product experience catalyzes an emotion, curiosity, passion, or even anger to talk about the brand. I'd say these are more stages of truth than moments of truth.
CX Journey
DECEMBER 13, 2018
Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.
CX Journey
APRIL 25, 2018
Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? It appeared in their November 28, 2017, issue.
CX Journey
JUNE 30, 2015
Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Outline your personas : do different customers have different needs?
Michelli Experience
AUGUST 22, 2017
My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry. Data Plus People.
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