CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. Consider the following ideas when you want to move your employees.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

CX Journey

NOVEMBER 24, 2015

Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience.

Customer Service 80

Customer Service Call Center Case Study Customers 80

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. You need to understand the experience you deliver from both your customer and your frontline employee’s view. Want to learn more?

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later. Let''s start with customers."

Customer Experience 80

Customer Experience Training Roadmap Tools 80

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. You need to understand the experience you deliver from both your customer and your frontline employee’s view. Want to learn more?

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. You need to understand the experience you deliver from both your customer and your frontline employee’s view. Want to learn more?

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. And we are all customers! Do we forget that we’re customers, too? Research your customers.

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Customer frustration often translates to agent frustration, which leads to dissatisfaction in their job.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

CX Journey

DECEMBER 21, 2016

There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience.

Company 80

Company Culture Employee Experience Leadership 80

Confirmit

MARCH 6, 2017

W5 is Ireland’s first ‘full-service’ customer experience design, measurement and engagement consultancy. The company works in partnership with clients to design and measure customer and employee experiences that differentiate and add value. Voice of the Customer.

Case Study 40

Case Study Study Customer Experience Design Consulting 40

Myra Golden

APRIL 29, 2022

How closely are the employee and customer experience related? Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty. Today, it’s becoming clear that you can’t have one without another.

Employee Experience 52

Employee Experience Loyalty Customer Engagement Engagement 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Exercises 112

Exercises Culture Policies Employee Experience 112

CX Journey

JUNE 4, 2015

Image courtesy of Margaret the Novice Does "imitate the competition" describe your approach to customer experience design? Are you more focused on what your competitors are doing than on your own business, customers, and customer experience strategy? And what if your customers don't want you to be like them?

Customer Experience 80

Customer Experience Guidelines NPS Customer Experience Design 80

Michelli Experience

JULY 27, 2016

During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience. From a process perspective, Starbucks continues to explore ways to increase the speed of service.

Leadership 100

Leadership Course Engagement Employee Experience 100

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

Customer Experience 100

Customer Experience eBook Customers Meeting 100

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL. Here’s a short-list of what “People Obsessed” leaders do.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

CX Journey

NOVEMBER 10, 2015

You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Assess the Current State: Culture and Employee Experience The employee experience drives the customer experience. Do you know who your customers are?

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

CX Journey

NOVEMBER 17, 2015

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. about the experience, but it is not the definitive map. Jeff Bezos.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. How your team presents itself to customers can become an extension of your brand. Body language is an important part of these white coat moments, particularly for your Customer Experience.

Case Study 60

Case Study Study Leadership Employee Experience 60

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Storyminers

JULY 11, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? The customer was rarely part of the equation. Now, customers are front and center in almost every business ecosystem. This quick about-face is forcing business decision makers to include customer outcomes in their thinking.

Self Service 100

Self Service B2C CRM Technology 100

CX Journey

MAY 1, 2019

I start by asking the audience if they're mapping customer journeys, and a bunch of hands in the room go up. How many of you have mapped customer journeys?" You see, journey maps are defined as "walking in your customer's shoes to understand her experience." A lot of hands, as a matter of fact.

Customer Journeys 150

Customer Journeys Touchpoint Customer Experience Customer Experience Design 150

CX Journey

JUNE 12, 2019

I would call journey mapping the most critical and pivotal component in any customer experience transformation. An in-depth understanding of the experience today - what's going well and what isn't - is the only way to really drive change going forward. You can't transform something you don't understand, right?)

Customer Journeys 125

Customer Journeys Policies Analysis Tools 125

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Blake Morgan.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

NOVEMBER 21, 2018

Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. Empathize : This is the actual current state mapping workshop, where you'll map what customers are doing, thinking, and feeling along the journey you selected in Step 1. CX Journey Inc.'

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

CX Journey

JUNE 12, 2019

I would call journey mapping the most critical and pivotal component in any customer experience transformation. An in-depth understanding of the experience today - what's going well and what isn't - is the only way to really drive change going forward. You can't transform something you don't understand, right?)

Customer Journeys 80

Customer Journeys Policies Analysis Tools 80

CX Journey

MAY 1, 2019

I start by asking the audience if they're mapping customer journeys, and a bunch of hands in the room go up. How many of you have mapped customer journeys?" You see, journey maps are defined as "walking in your customer's shoes to understand her experience." A lot of hands, as a matter of fact.

Customer Journeys 80

Customer Journeys Touchpoint Customer Experience Customer Experience Design 80

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. How do we train customers to ask for the service? Hint: they don’t.

Sales 113

Sales Hospitality Guest Experience Culture 113

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof.

Sales 100

Sales Analytics Technology Brands 100

CX Journey

OCTOBER 21, 2014

Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven. Here are my recommendations for tools to gain employee buy-in.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Storyminers

FEBRUARY 9, 2016

NRF’s Big Show (image courtesy of www.fierceretail.com) During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this […].

Retail 100

Retail Customer Experience Design Employee Experience Customer Engagement 100

Qualtrics

JULY 16, 2021

As a customer, these platforms allow you to support small businesses (plus their owners and employees) that create and sustain communities. Small businesses met the world online . From Bookshop to Verishop, online marketplaces that provide access to small, independent businesses (from anywhere) are here to stay.

Video 26

Video Healthcare Meeting Conference 26

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62