Six Skill Sets that Drive Customer Change

Customer Bliss

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. This crucial past experience of many start-to-finish achievements will optimize the customer experience work.

Why Do Customers Change Their Minds?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? The post Why Do Customers Change Their Minds?

Stop Hiding from Your Customers: Changing Self-Service for the Better


When it comes to customer support, self-service is stealing the show. Yet, many companies still make it extremely difficult to solve problems on their own and yet don’t have the resources to take care of every customer request in a timely manner. Traditionally, self-service has been used for customer deflection – keeping customers with simple (and sometimes silly) questions out of the call center. in customer support is a trend that is here to stay and here’s why.

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.


Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

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Customer Intelligence vs. Market Intelligence

Wired and Dangerous

It’s important to understand how customer intelligence is different from market intelligence. Customer intelligence informs us about the individuals who make those buying decisions in that market. Today’s customers change too rapidly to rely solely on what data is reported.

How Are You Learning About Your Customers’ Expectations?

Wired and Dangerous

The best practices upstart often prefaces their plea for a pet “oughta” or “shoulda” with the words, “Standing in the customer’s shoes.” decrease in FCR that created a 31% increase in customer sat.

Three Keys to Effective Customer Journey Mapping

Michelli Experience

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

From Cloudy to Clear: Cloud Native Contact Center Apps Drive Enhanced Customer Experience


Customer experience (CX) is now the new way to compete in this experience economy and contact center operations are the real powerhouse to drive exceptional CX, thereby revenue. Here are some of my insights on how the two models can help you deliver exceptional customer experiences.

Are You a Customer Forensics Specialist?

Wired and Dangerous

So, what is the DNA of customer service? What if we assumed there was a component in the service encounter unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Who Sized Your Customer’s Shoes?

Wired and Dangerous

The best-practices upstart often prefaces their plea for a pet “oughta” or “shoulda” with the words standing in the customer’s shoes. decrease in FCR that created a 31% increase in customer sat. It is incredibly valuable and insightful to regularly stand in your customer’s shoes!

Are You Tracking Your Customer’s Empathy Level?

Wired and Dangerous

Often it takes a “customer emergency” to jolt us into focusing on the customers’ journey with our organization. An important customer leaves angry, a key account is lost to the competition, or a sneering review on the internet awakens us from our numbness.

Starbucks Could Have Avoided Losing $20 Million, And So Can You

Customer Guru

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot.

How Accurate is Your Organization’s Crystal Ball?

Wired and Dangerous

Have you noticed that your customers have changed? They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away! Xerox found that customer loyalists were 6 times more likely to repurchase than satisfied customers.

8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Bliss

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data.

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Bringing Your #VoC Program up to 2020 Standards

CX Journey

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers.

Portland’s Top-Rated Lyft Driver’s Best Pick-Up Line


Instantly, my mood changed. As it turns out, he’s a Lyft driver truly obsessed with understanding customers in order to consistently deliver a great experience. And in one moment, I learned that true customer obsession is ALWAYS people-first. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed. He started to understand how customers felt about his “brand.”. The same is true for your customers.

When your Customers are Talking

Ann Michaels and Associates

The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. When salespeople are excellent listeners, prospects and customers feel comfortable and secure with them. Use body language to show the customer you’re interested in what’s being said.

You’re Not Competing In The Category You Think You Are! (How to Find Out)


If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. How is this category changing? How are your customers changing?

Why Outside-In Thinking Is So Difficult


Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. I get what our customers experience with us.” You know she cares very much about customers.

Do You Know the DNA of Your Customers’ Experience?

Wired and Dangerous

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? We believe the service molecule containing the customer’s unique identity is “Connection.”.

How to Create a Competitive Analysis for Restaurants


You can use this information to make creative changes to your restaurant that are in line with customerschanging needs. Ask yourself where your current customers would be likely to eat. What do customers think of their business?

Five Essentials of Customer Service Excellence


Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? How do you Train your own Customer Service Advisors?

Why Your Business Needs to Focus on Consumer Insights


This allows them to understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. Customer surveys and focus group discussions aren’t the only ways to gather consumer insights. Voice of the Customer data.

Question Everything

CX Journey

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers?

Complacency or Innovation: You Decide

CX Journey

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. But it got me thinking beyond metrics to the broader customer experience.

Customer Experience and the Bottom Line

CX Journey

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

That's How We Do Things Around Here

CX Journey

Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change.

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? Have there been personnel changes on your team? Have you mapped your customer journeys? Data collection methods have changed.

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch


How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. I want to change it.”.

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How to Create a Successful Customer Loyalty Program

Michelli Experience

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12.

Companies with poor customer experience are putting £107 billion at risk


According to new research from Accenture, UK companies that fail to maintain customer relevance could forfeit over £100 billion in coming years due to new innovative and agile rivals leveraging smart technologies. Find out what level of emotional engagement you are at with your customers.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customerschanging needs.” The author had several suggestions for building customer-centricity.

Customer service stats and what they mean for your business


Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch


How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. I want to change it.”.

How Top Performing Contact Centers Will Own 2017


Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

Esteban Kolsky

And, for the record, I do have 29+ years working in customer service, and I did learn a few things in that time. and very informative, and I used some of the data from my latest research study on customer service adoption to highlight the trends in customer service.

Is Your Company Led by Lean Leaders?

CX Journey

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. Have a fanatical focus on customers, as they are the beginning and end of everything in lean.

Christmas is coming – is your customer service ready?


Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? As part of this work, retailers will have focused on the customer experience they provide , whether instore, online or on the telephone. Are there any potential pain points on the customer journey?

How Often Should Your Support Plans Be Updated?

Middlesex Consulting

Your products change every year or two. Your customers change their priorities and plans every year. That’s because customer''s expectations constantly change and you are not keeping up. Why should we change our support plans?

Insurance, the Internet of Things and customer experience


Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

3 CX Stats That May Change How You Think About Digital Transformation


But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment.

Customer Experience Leaders & Laggards – What’s the Difference?

Customer Alignment

Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” Leaders and Laggards face similar Customer Experience challenges. Continually listen to customers.

De-Risking the First 90 Days for Your SaaS Customer


The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.