Storyminers

MAY 31, 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Psychological Priming.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

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

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

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

Truthlab

JULY 17, 2018

This method provides designers, developers and engineers with quick and effective guidelines to […]. It is believed that a heuristic test (if done properly) will illuminate up to half of all usability issues, including those that are the most severe, in just about any user interface.

Guidelines 54

Guidelines Customer Experience Design Customer Experience Customers 54

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