Experience Matters

AUGUST 3, 2015

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. To incorporate intuitive thinking into experience design, companies need to follow four steps: define target customers, identify relevant heuristics and biases, select design strategies, and then test, test, test.

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Customer Experience Design Report Customer Experience Groups 231

ijgolding

OCTOBER 28, 2015

One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches. Market research vs Design research.

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Customer Experience Design Customer Experience Training Banking 251

Storyminers

APRIL 28, 2016

How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20, a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these […]. The post Customer Experience Design in 7 Minutes appeared first on Mike Wittenstein.

Customer Experience Design 100

Customer Experience Design Conference Customer Experience Customers 100

Storyminers

JUNE 15, 2015

photo credit to Igor Bulgarin / Shutterstock.com Managing principal at Storyminers and experience design expert, Mike Wittenstein, shares his views on how marketing can take the lead on transformational change: Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework for […].

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Customer Experience Design Marketing Conference Customer Experience 184

Storyminers

NOVEMBER 25, 2020

In this podcast we cover the next topic: Why CX design shouldn’t be about ROI. How to push for a design approach. This episode is packed with tips and stories that would help any professional to become or improve the Customer-Centricity. Mike is the CEO of Storyminers.

Customer Experience Design 187

Customer Experience Design Tips ROI Customer Centricity 187

Storyminers

APRIL 28, 2016

How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20 , a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are the key trends in CX for 2016? Which experiences around the world impress you most?

Customer Experience Design 105

Customer Experience Design Conference Customer Experience Trends 105

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation. Your customer experience design needs work! ” Once upon a time, your customers DID love you.

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Customer Experience Design How To Banking Customer Experience 128

ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it. You are a lifelong customer of Locality Bank.

Customer Experience Design 246

Customer Experience Design Banking Customer Journeys Customer Experience 246

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation. Your customer experience design needs work! ” Once upon a time, your customers DID love you.

Customer Experience Design 110

Customer Experience Design Banking How To Innovation 110

Doing CX Right

JANUARY 9, 2021

Stacy Sherman speaks about the Impact of Customer Experience Design and best practices on Virtual CMO's podcast show. The post Impact of Customer Experience Design on Your Business appeared first on Doing CX Right.

Customer Experience Design 52

Customer Experience Design Customer Experience Customers 52

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.

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Consulting Customer Experience Design Touchpoint Customer Journeys 52

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. In today’s consumer culture, the creation of a great customer experience — and the ability to continue redesigning the experience — gives companies the opportunity to solve problems, improve customer engagement, and build stronger relationships with customers.

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Customer Experience Design Touchpoint Healthcare Feedback 53

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. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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Customer Experience Design Customer Centricity Banking Training 81

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. Today we are presenting a webinar titled The Most Misunderstood Thing About Customer Experience Design presented by Joe Wheeler.

Customer Experience Design 40

Customer Experience Design Return on Investment Case Study Touchpoint 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. Today we are presenting a webinar titled The Most Misunderstood Thing About Customer Experience Design presented by Joe Wheeler.

Customer Experience Design 40

Customer Experience Design Return on Investment Case Study Touchpoint 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. Today we are presenting a webinar titled The Most Misunderstood Thing About Customer Experience Design presented by Joe Wheeler.

Customer Experience Design 40

Customer Experience Design Return on Investment Case Study Touchpoint 40

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer How easy is it to buy your product or service?

Call Center 200

Call Center Customer Experience Design Customer Experience Customers 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer How easy is it to buy your product or service?

Call Center 200

Call Center Customer Experience Design Customer Experience Customers 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer How easy is it to buy your product or service?

Call Center 200

Call Center Customer Experience Design Customer Experience Customers 200

Myra Golden Media

OCTOBER 6, 2021

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! Customer Experience DesignOh, wow! If you missed the live event, no worries. We’ve got you covered with the replay below.

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Customer Service Customer Experience Design Customers Customer Experience 117

Myra Golden Media

OCTOBER 7, 2021

Customer Experience DesignMy son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

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Customer Service Customer Experience Design Customers Customer Experience 94

Myra Golden Media

JULY 15, 2021

Download the empathy statements PDF and practice your first five empathy responses to customers. Customer Experience DesignGrab your empathy sheet!

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Customer Service Customer Experience Design Customers Customer Experience 105

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. While having executive interest and attention in customer experience can benefit a marketing team by increasing the budget and resources available to that team for initiatives, it also comes with potential drawbacks. How Does This Impact Customer Experience Design Projects?

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Customer Experience Design Groups Data User Experience 43

Myra Golden Media

SEPTEMBER 23, 2020

Up your customer service game! Customer Experience DesignShow your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

Customer Service 110

Customer Service Customer Experience Design Customers Customer Experience 110

Myra Golden Media

APRIL 23, 2021

Signup here to get help improving the sound, feel, and flow of your customer interactions. Customer Experience DesignWas This Helpful? I’m asking you because I share ideas like this weekly to my private email list.

Interaction 101

Interaction Customer Experience Design Customer Experience Customers 101

Myra Golden Media

JUNE 9, 2021

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Tips Customer Service Customer Experience Design Customers 105

Myra Golden Media

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! Customer Experience DesignThis year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

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Customer Service Video Customer Experience Design Customers 104

Myra Golden Media

JUNE 17, 2021

Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa. Customer Experience DesignFor Jack Cooper University , I produced a ten week conflict resolution training.

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Training Video Management Interaction 105

Myra Golden Media

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! Customer Experience Design

Customer Service 110

Customer Service How To Innovation Resources 110

Myra Golden Media

JUNE 28, 2021

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer. Customer Experience Design

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Video Customer Experience Design Customers Customer Experience 99

Myra Golden Media

SEPTEMBER 17, 2021

” and “What do you do when customers politicize masks?” ” If you’re struggling with face-covering issues with customers, you’re not alone. Customer Experience DesignWe thought we’d be done with COVID by now.

Policies 101

Policies Training Video How To 101

Myra Golden Media

OCTOBER 7, 2021

Today in my session, I focused on helping customer service leaders nurture themselves. Here’s the replay from today’s session – again, dedicated to customer service leaders. Join me tomorrow for the final day of Customer Service Week! .

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Customer Service Customer Experience Design Customers Customer Experience 62

Myra Golden Media

OCTOBER 4, 2021

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. Customer Experience DesignI talked about how employee appreciation leads to happiness, and happiness gives you so many benefits.

Customer Service 62

Customer Service Customer Experience Design Customers Customer Experience 62

Myra Golden Media

JANUARY 5, 2021

In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps. Customer Experience Design

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Tips Training Interaction Customer Experience Design 108

Myra Golden Media

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. Watch my video to see my complete answer on how to handle customers in distress. Customer Experience Desig

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Training Video Course Interaction 62

Myra Golden Media

AUGUST 26, 2021

It might surprise you to know I don’t want customer service specialists to apologize to customers. Customer Experience DesignBefore you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things.

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Video Customer Service Customer Experience Design Customers 79

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. Interestingly, the one that’s currently receiving the least amount of attention is Experience Design Improvement & Innovation. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.)

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Innovation ROI Metrics Customer Experience Design 152