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

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 192

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 questions: What are the key trends in CX for 2016? Which experiences around the world impress you most?

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Customer Experience Design Conference Customer Experience Trends 109

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.

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Customer Experience Design Conference Customer Experience Customers 100

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.

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Customer Experience Design Tips ROI Customer Centricity 191

eglobalis

JUNE 28, 2020

Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.

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Customer Experience Design Customer Experience Innovation Technology 84

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 Banking How To Customer Experience 113

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.

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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

MyCustomer

MARCH 24, 2022

New firm to deliver holistic projects to address High Impact Customers 24th Mar 2022 Announcing Next Generation CX design firm

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Customer Experience Design Customer Experience Customers 83

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 63

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?

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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

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

FEBRUARY 5, 2022

Learn how to guide challenging customers to the next steps using Psychological Priming! Customer Experience DesignPour up a cup of coffee and join me live! .

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How To Customer Experience Design Customer Experience Customers 99

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 119

Myra Golden Media

AUGUST 1, 2022

Customer Experience DesignMany of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

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Contact Center Travel Survey Employee Engagement 105

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 105

Myra Golden Media

JULY 17, 2022

You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! . Customer Experience DesignI’m sharing two frameworks for resolving conflict today.

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Customer Experience Design Customer Experience Customers 62

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 119

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.

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Customer Service Customer Experience Design Customers Customer Experience 110

Myra Golden Media

JULY 11, 2022

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training. Pull up the call in question if you record employees’ calls with customers.

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Interaction Training Tips Connections 105

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.

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Interaction Customer Experience Design Customer Experience Customers 105

Myra Golden Media

JANUARY 21, 2022

3:29 How do you deal with an angry customer because we won’t give in to their demands? 11:38 How do I make soft sales when my customers are angry over a billing issue? ” 21:01 How do you handle the customer who asks for a supervisor right out of the gate?

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Sales Customer Experience Design Customer Experience Customers 122

Myra Golden Media

JULY 17, 2022

The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. Customer Experience Design

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Exercises Video Customer Experience Design Customer Experience 62

Myra Golden Media

JUNE 27, 2022

Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. Customer Experience DesignThat’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? .

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Training Customer Experience Design Customer Experience Customers 62

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

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 116

Myra Golden Media

FEBRUARY 24, 2022

The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy.

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Video Industry Customer Service Management 110

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 Customer Experience Design Metrics 160