CX Journey

MAY 10, 2017

We talk a lot about that when we describe customer experience design. Let's use that same mantra ("personalize the experience") to describe some approaches to use when we need to design the employee experience. That sounds familiar.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

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. Imagine for a second that you're a human. Unfortunately, more companies need to start thinking this way!

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

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

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%. Therefore, it should be a big focus in the contact center.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

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. Always remember that it is never just about the customer and I am sure you will avoid the most common mistakes in customer experience design.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

CX Journey

DECEMBER 21, 2016

The customer's needs and perspectives do not play a part in this type of thinking. You don't make the employee experience a priority : employee engagement is down, turnover is up, and you still question why you should focus on delivering a great employee experience.

Company 80

Company Culture Employee Experience Leadership 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. Always remember that it is never just about the customer and I am sure you will avoid the most common mistakes in customer experience design.

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. Always remember that it is never just about the customer and I am sure you will avoid the most common mistakes in customer experience design.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

Myra Golden

APRIL 29, 2022

Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty. Grab the transcript of my interview here.

Employee Experience 52

Employee Experience Loyalty Customer Engagement Engagement 52

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.

Customer Experience 80

Customer Experience Training Roadmap Tools 80

CX Journey

NOVEMBER 24, 2015

When reps are paired with customers they're easily able to communicate with, there's an increase in positive interactions, which translates to a greater sense of pride because they are able to perform their jobs better. It's a win-win all around.

Customer Service 80

Customer Service Call Center Case Study Customers 80

CX Journey

MARCH 16, 2017

They just need to do the work and put in the time. What else would you add to the list above? A budget tells us what we can't afford, but it doesn't keep us from buying it.

Exercises 112

Exercises Culture Policies Employee Experience 112

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.

Leadership 100

Leadership Course Engagement Employee Experience 100

Beyond Philosophy

FEBRUARY 10, 2015

Body language is an important part of these white coat moments, particularly for your Customer Experience. Little things from eye contact to posture can convey signals to the Customer. Blogs Employee Experience Thought Leadership' Two organizations that understand this are Apple and Disney.

Case Study 60

Case Study Study Leadership Employee Experience 60

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

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

Michelli Experience

MARCH 16, 2016

This means that there are situations where employees are highly engaged and customers are not (think of a workplace where employees feel like they are on a cruise but they forget to invite the customers along for the fun journey). The correct answer for all of these “chicken vs. egg” scenarios is…BOTH!

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Michelli Experience

APRIL 27, 2016

For example, I am often asked if a client’s company should first improve their employee experience or their customer experience. YES AND is a powerful response to so many business situations where you might wish to inspire innovation or side-step false choices.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

ReviewTrackers

MAY 8, 2017

Forrester’s 2017 CXNYC Forum leverages recent research to help CX pros plan, design, and manage experiences that create real business impact. MarTech is a conference for senior level marketing, IT, and digital executives and experts at the intersection of marketing, technology, and customer experience.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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? Why do I call it "dumbing down?"

Customer Experience 80

Customer Experience Guidelines NPS Customer Experience Design 80

Storyminers

JULY 11, 2016

This quick about-face is forcing business decision makers to include customer outcomes in their thinking. Whether the business is B2B, B2C, or B2B2C, today’s game is all about finding ways to enhance the customer and employee experiences while delivering the right business metrics at the same time. It’s no easy feat.

Self Service 100

Self Service B2C CRM Technology 100

Wootric CX Blog

FEBRUARY 14, 2019

She helps clients achieve smart profit growth through product and price optimization based on deep customer insights and has managed engagements and projects in a wide range of industries like telecommunication, retail, software, transportation, and high-tech. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Customer Journeys 150

Customer Journeys Touchpoint Customer Experience Customer Experience Design 150

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Customer Journeys 125

Customer Journeys Policies Analysis Tools 125

CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. Zig Ziglar.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Customer Journeys 80

Customer Journeys Policies Analysis Tools 80

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Customer Journeys 80

Customer Journeys Touchpoint Customer Experience Customer Experience Design 80

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 113

Sales Hospitality Guest Experience Culture 113

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.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

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

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

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

Qualtrics

JULY 16, 2021

From remote meetings to streaming workouts, virtual experiences mean more people can be included and involved. Here are eight experiences we’ve seen improve since the start of the pandemic. We’ve had to change a lot in the past year, but some of the changes we’ve experienced have been for the better.

Video 26

Video Healthcare Meeting Conference 26

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. the world’s leading customer experience consultancy, proudly announced today that the firm was named to Consulting Magazine’s 2017 Seven Small Jewels ranking.

Consulting 40

Consulting Groups Customer Experience Design Measurement 40

Qualtrics

OCTOBER 10, 2019

In-store experiences can leverage sensory factors like hearing, smell and texture to engage the customer and use face-to-face connections with staff members to cement relationships on a human level. What goes into a great in-store experience? Customer experience design is made up of many things.

Retail 34

Retail Travel Multi-Channel Fashion 34