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?

Customer Experience Design 109

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

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

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.

Customer Experience Design 60

Customer Experience Design Customer Experience Innovation Technology 60

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

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 Government 63

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. How purposeful customer experience design will elevate your organization’s performance. Think about a great customer experience you’ve had.

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Consulting Customer Experience Design Touchpoint Customer Journeys 40

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

MaritzCX

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

MaritzCX

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

MaritzCX

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 Data Groups User Experience 43

Myra Golden

NOVEMBER 20, 2020

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Customer Experience Design

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Video Customer Experience Design Customers Customer Experience 61

Myra Golden

OCTOBER 22, 2020

Customer Experience DesignGrab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.

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Customer Experience Design Customers Customer Experience 61

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 160

Myra Golden

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 56

Storyminers

JUNE 2, 2015

As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Design Experience Design Retail Retail Apps Service Design customer engagement customer experience design thinking experience design magic mirror mike wittenstein rebecca minkoff retail service design

Connections 167

Connections Innovation Consumers Retail 167

Myra Golden

SEPTEMBER 30, 2020

Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. ” Customer Experience DesignWill you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season.

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Training Customer Experience Design Customers Customer Experience 72

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. I was invited to ask questions of the customer experience leaders on their success tactics. 116 years, 8 of them with an emphasis on customer experience.

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Brands Healthcare Roadmap Exercises 283

Myra Golden

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

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Customer Service Representative Training Course Interaction 56

Experience Matters

NOVEMBER 7, 2016

Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience designAs you read the title of this post, you were likely thinking that there’s been a typo.

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Transportation Customer Connectedness Customer Experience Design Innovation 183

MyCustomer

JULY 11, 2016

How to improve CX by designing for reliability Engagement.

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Engagement Customer Experience Design How To Customer Experience 40

Myra Golden

NOVEMBER 11, 2020

You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. Customer Experience Design

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Average Handle Time Contact Center Video Tips 61

Myra Golden

MARCH 28, 2020

Customer Experience DesignAre you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link].

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Resources Customer Experience Design Customer Experience Customers 57

Myra Golden

JULY 12, 2019

Customer Experience DesignRead the webinar outline and signup!

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Customer Experience Design Customer Experience Customers 43

Myra Golden

OCTOBER 26, 2020

Nudge customers to accept your word as final. Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? Customer Experience Design

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Video Customer Experience Design Customers Customer Experience 52

Storyminers

JANUARY 21, 2015

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill James Patterson has written lots of books.

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Social Media Consumers Analysis Customer Experience Design 206

Storyminers

AUGUST 31, 2016

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. Seeking improved experiences, they typically measure the outputs of current capabilities first. anticipate customers’ needs earlier. Better business results come from better design.

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Innovation Tools Customer Experience Design Measurement 126

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

Tips 72

Tips Video Interaction Strategy 72

Myra Golden

OCTOBER 9, 2020

Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. Customer Experience DesignIn this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure.

Video 52

Video Tips Management Customer Experience Design 52

Myra Golden

NOVEMBER 5, 2020

A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” I’ll be sharing more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you started. Customer Experience Design” This video is my first answer to that critical question.

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Video Customer Experience Design Customers Customer Experience 43