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?

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

C3Centricity

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.

Brands 342

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

Bold360

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.

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.

How well do you anticipate your customers’ future expectations?

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!

Groups 130

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.

Getting Started with Location Intelligence: Personas

Gravy Analytics Lead Intelligence Blog

This data can be used to boost the performance of your ad campaigns, for competitive intelligence, and to improve your customer experience. One of the most powerful uses for Persona data is appending it to your customer records.

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!

CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

Customer Bliss

As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations. ” Of the 15 elite brands that were in the CX Index last year, 12 showed no statistically significant score change.

Brands 185

On Metrics and Complacency

CX Journey

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.

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.

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.

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.

On Metrics and Complacency

CX Journey

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.

Three Important Questions to Answer (and Keep Answering) for a Successful CX Program

Daniel Group

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. The customers? For employees, these are all important reasons to create better customer experiences.

Why Outside-In Thinking Is So Difficult

360Connext

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.

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.

Survey 198

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.

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

AskNicely

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.

How to Create a Competitive Analysis for Restaurants

ReviewTrackers

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?

[WHITEPAPER] 5 Future-Proof Capabilities Your FSM Platform Should Have

Astea

Customers no longer expect effective service – they demand next-level capabilities that provide convenience and business intelligence on the value they are receiving. Complexity of modern day integrations and the need for labor-intensive custom coding. Creating Custom Workflows.

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.”.

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

C3Centricity

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?

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?

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.

How to Prevent Blind-Side Churn by Identifying and Aligning With Customer Stakeholders

Gainsight

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). IT) within the customer org.

Five Essentials of Customer Service Excellence

C3Centricity

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?

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

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.

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.

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.

Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience.