CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

iCiDIGITAL

MAY 18, 2018

Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. How Does This Impact Customer Experience Design Projects? This leads to less than desirable, sometimes detrimental, outcomes.

Customer Experience Design 45

Customer Experience Design Customer Experience How To User Experience 45

InMoment XI

AUGUST 18, 2022

And because we are all about sharing the best practices you need to overcome obstacles, here is a breakdown of those three necessary keys you need to take your experience program to the next level. 3 Keys to Prove the ROI of Customer Experience. Design Transform Realize. Key #1: Design. Organization.

ROI 557

ROI Customer Experience Effort Score Financial 557

ShepHyken

FEBRUARY 20, 2024

When customers come to you upset, frustrated, or even angry, they may not be reaching out at the moment the incident that triggered their negative emotions occurred. Maybe it happened two days ago, and they just now have the time to contact you or the company. Our customers’ time is precious, and we must respect it.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

InMoment XI

NOVEMBER 2, 2022

What Is CX Design? The idea of CX design was relatively simple for many years. Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

CX Journey

DECEMBER 21, 2016

Your company shows up on his CX Naughty List! There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience.

Company 80

Company Culture Employee Experience Leadership 80

Kayako

JANUARY 17, 2018

Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team. Creating an effortless customer experience is the whole company’s stance. Share Performance with the Whole Company.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

CX Journey

DECEMBER 7, 2016

A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

Company 80

Company Customer Journeys Exercises Customer Centricity 80

Beyond Philosophy

MARCH 23, 2016

But it’s not always great and can cause a problem further down the Customer Experience. We were working with a utility company where the cost of processing the call was $3, and the cost of sending out an engineer to fix a problem was $15. The CCO would: Oversee the overall Customer Experience.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Michelli Experience

MARCH 11, 2016

Companies are urged to adopt mobile strategies, and for many reasons. Modern consumers are actively agreeing upon loyalty program participation, and companies able to host such programs are experiencing immense growth. If your company has a responsive design, it can capitalize on the consumer’s inherent need of information.

Technology 100

Technology Company Marketing Loyalty Programs 100

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Strativity

AUGUST 15, 2018

Leading Customer Experience and Design firm Strativity Group recognized on Inc. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group, LLC on its 37 th annual Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies.

Groups 40

Groups Company Conference Customer Experience Design 40

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

First, it’s important to know that customer experience can’t exist in a vacuum — you must do the work to align your company goals with your CX goals. Consider what most organizations focus on for their overall business goals: Companies need to earn more than they spend. Customer Value.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

MAY 27, 2023

Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience. Despite this, the mobile company treated both types of customers in the same way. People bring unique perspectives and expectations to their experience.

Customer Experience Design 78

Customer Experience Design Customer Experience Data Connections 78

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies. 5000 honors truly put them in rarefied company.“

Groups 40

Groups Company Customer Experience Design Employee Engagement 40

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies. 5000 honors truly put them in rarefied company.“

Groups 40

Groups Company Customer Experience Design Employee Engagement 40

Truthlab

APRIL 23, 2018

The post 3 Steps to Building Buy-In for UX at your Company appeared first on truthlab. You must engage stakeholders, from up and down the […].

Company 59

Company Engagement Customer Experience Design Leadership 59

Michelli Experience

MAY 9, 2018

As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers. __. is a professional speaker and chief experience officer at The Michelli Experience.

Infographics 100

Infographics Customer Experience Design Consulting Customers 100

Truthlab

JANUARY 4, 2018

With so many predictions for what to expect this year, it can be a little overwhelming to pin-point which trends might work for your company and its customers, particularly when attempting to effectively blend aesthetic and practical needs. We consider some ideas for working […].

B2B 54

B2B Trends Company Customer Experience Design 54

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. Likewise, smells can be distracting from your experience. For example, many casinos allow smoking at their tables.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Unfortunately, more companies need to start thinking this way! Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. Imagine for a second that you're a human.

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Customer-centricity is no different.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Customer Bliss

MAY 19, 2016

For example: What’s the on-boarding experience? What’s the purchase experience? What’s the new product experience? This ultimately shifts how a company brings a product to market. It creates new embedded behaviors about how a company does business. That’s one-company leadership.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Storyminers

MAY 21, 2020

Yet for Wittenstein, there’s nowhere near enough change by design going on when it comes to digital transformation. The first is too many companies are focusing attention on short-term gain and reacting to market conditions. But that’s not looking at the whole company or at growth. I call it a ‘myopic spreadsheet’ mission.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

DECEMBER 5, 2018

Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with? As an example, there is always a company that makes me go through their entire advertising pitch before anyone picks up the phone. Here are TEN WAYS companies (and employees) create friction. That’s friction.

Policies 125

Policies Case Study Advertising Banking 125

Storyminers

JULY 29, 2018

Yet for Wittenstein, there’s nowhere near enough change by design going on. The first is too many companies are focusing attention on short-term gain and react to market conditions. But that’s not looking at the whole company or at growth. There was no context given by the CEO or company on all this work.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

BlueOcean

MARCH 13, 2023

So far, many companies admit their investments in AI have been ad hoc rather than strategic. Despite advanced sentiment analysis and natural language processing, there are simply some scenarios—even seemingly transactional ones—where human connection is the better strategy for long-term customer loyalty.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

ShepHyken

JULY 19, 2019

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. 44% of customers are frustrated when companies fail to deliver relevant, personalized shopping experiences.

Infographics 96

Infographics Brands Customer Experience Customer Experience Design 96

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies. Then they need to communicate it throughout the company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Beyond Philosophy

NOVEMBER 24, 2014

Let’s take a closer look at each of these and how the most Customer-centric organizations use them to exceed Customer Expectations: Managing: Decisions about how to manage the emotional expectations of the Customer must be made, including which ones are most important and how this will be exceeded.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

MAY 17, 2019

Moreover, when we are tired or distracted, we have even less patience for tricky Customer Experiences. Many times, when there is too much friction in a Customer Experience design, we give up and walk away—a result that is not doing your Customer Loyalty any favors, not to mention your bottom line.

Consulting 107

Consulting Customer Experience Design Loyalty Customer Experience 107

CX Journey

APRIL 25, 2018

How are you driving the necessary change within your company? Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146