Storyminers

JUNE 15, 2015

The post Interview: Why Marketing Should be the Orchestrator of Customer Experience Design appeared first on Mike Wittenstein.

Customer Experience Design 100

Customer Experience Design Marketing Customer Experience Communication 100

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Myra Golden

DECEMBER 3, 2017

One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.

Communication 63

Communication Course Insurance Video 63

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Case Study 147

Case Study CRM Study Customer Experience 147

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. Short survey’s respect your customer’s time. Design with the end in mind.

Feedback 138

Feedback Contact Center Tips Survey 138

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Myra Golden

MARCH 15, 2018

Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. – You don’t want your customer to feel any of these emotions. Was This Helpful?

Communication 55

Communication Video Course Examples 55

Myra Golden

MARCH 19, 2020

Here’s precisely how you build a team and communicate with your team from anywhere. How to work remotely with a team is the most trending topic right now.

Communication 59

Communication How To Trends Customer Experience Design 59

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Action is always necessary, as is communication, and prioritisation.

B2B 94

B2B Customer Experience Roadmap Culture 94

Kustomer

MARCH 23, 2022

In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout. A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. So, who, exactly should we design a customer experience for?

B2C 137

B2C B2B Customer Experience Culture 137

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Psychological Priming.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior. The second part is Probability Estimation.

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning! 3) Have fun: ?promote

Customer Service 116

Customer Service How To Innovation Customers 116

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Your customer service agents rely on audio daily as they support customers!

Training 105

Training Customer Service Contact Center How To 105

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Groups 162

Groups Customers Consulting Examples 162

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ironically, prioritizing profits can actually lead to business decisions that drive customers away.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Beyond Philosophy

MAY 31, 2019

Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. We don’t choose between experiences; we choose between the memories of experiences.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

Myra Golden

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Is she eating healthy?

Customer Service 101

Customer Service Course Policies Retail 101

Bold360

APRIL 25, 2018

Nearly every company has made enhancements to try to improve their customer experience at one time or another. In fact, 89% of projects are successfully completed at high performing organizations, yet only 20% of projects implemented are considered successful when it comes to customer experience.

Customer Experience 49

Customer Experience Self Service Customer Experience Design Customers 49

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. What's in it for the customer? That sounds familiar.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

CX Journey

APRIL 25, 2018

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? Are you listening to customers? Are you mapping their experiences? Communicate and share experiences. It has been slightly modified.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

CX Journey

NOVEMBER 24, 2015

Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience.

Customer Service 80

Customer Service Call Center Case Study Customers 80

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. I’m obsessed with memory.

How To 195

How To Training Consulting Feedback 195

Myra Golden

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. This course outlines a simple four-step approach that can be used in a variety of customer service settings.

Course 84

Course Policies Communication Customers 84

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). True to StoryMiners’ form, we wrote a new story, set in the future, and centered on our current clients’ experiences. How We Reinvented Our Own CX.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

Video 71

Video Communication Training Customers 71

Myra Golden

MAY 13, 2019

Dismissing fits of anger can be a healthy response in some situations – unless the infuriated person is your customer. Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. Let me unpack this.

Communication 68

Communication Training Customers Interaction 68

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part.

Customer Experience 102

Customer Experience Policies Social Media Effort Score 102

Heart of the Customer

OCTOBER 23, 2014

Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. ” This is not good.

Customer Experience 117

Customer Experience Insurance Customer Journeys Report 117

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Listen to your customers and engage with them.

Data 131

Data CEM Loyalty Consulting 131