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. Lead the charge on customer experience design.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Define what you want a customer to remember.

Management 140

Management Customer Experience Design Customers Connections 140

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.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 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.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 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.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

Beyond Philosophy

JUNE 13, 2020

Managing How Your Customers Make Decisions. Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Design your experience understanding the different ways customers make decisions.

Management 128

Management Customer Journeys Competitive Advantage Exercises 128

Storyminers

APRIL 11, 2016

This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today.

Customer Experience Management 100

Customer Experience Management Customer Experience Management Customer Experience Design 100

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. EQ Realm #2: Managing Your Emotions.

Management 78

Management Leadership Conference Examples 78

My Customer

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Emotional intelligence (EQ) is critical to leadership. 18th May 2023 By Colin Shaw Founder & CEO

Management 52

Management Customer Experience Design Leadership Customer Experience 52

Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential. The post Are You Managing This Key Driver of Poor Experience?

Management 87

Management Customer Experience Design Insurance Government 87

InMoment XI

AUGUST 18, 2022

To help our customers to do just that, we leverage a philosophy we like to call the “Continuous Improvement Framework.”. To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. 3 Keys to Prove the ROI of Customer Experience. Design Transform Realize.

ROI 557

ROI Customer Experience Effort Score Financial 557

InMoment XI

NOVEMBER 2, 2022

Today’s discussion breaks down the wider universe of CX design, but we’re also going to talk about the best ways for organizations to leverage this discipline. What Is CX Design? The idea of CX design was relatively simple for many years. Realizing Experience Improvement Through CX Design. Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Myra Golden

JUNE 18, 2021

Jack Cooper’s managers are ready to preempt escalations and manage conflict. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa. For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training.

Training 105

Training Management Video Interaction 105

Beyond Philosophy

JANUARY 23, 2019

You have to know what your customers’ reference point is to help you meet their expectations or exceed them as the case may be. Figure out what the Reference Points may be that the customer is bringing into the experience so you can manage your experience appropriately. #2: 2: Reasons.

Management 144

Management Hotels Resources Comparison 144

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

How To 125

How To Customer Experience Design Customer Experience Measurement 125

Kayako

JANUARY 17, 2018

The ubiquity of social media and its role in customer support calls for seamless integration of social and support teams. It’s vital that social media managers be emotionally intelligent, well-trained, and consummate customer advocates. They should be empowered to help customers in whichever venue they choose.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind.

Feedback 138

Feedback Contact Center Tips Survey 138

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. Follow Colin on Linkedin and Twitter.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Myra Golden

NOVEMBER 6, 2020

I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 45

Customer Service Management How To Video 45

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Case Study 147

Case Study CRM Study Customer Experience 147

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. 05:11 Faure-Field shares how music reflects the brand personality that you want to show your customers.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Win the Customer

SEPTEMBER 29, 2014

It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is an integral part of customer experience design.

Customer Journeys 134

Customer Journeys Customer Experience Customer Experience Design Customer Expectations 134

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Myra Golden

APRIL 10, 2017

At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. He had so many creative ideas for how to help our company build and strengthen customer relationships. “George, I have an opportunity for you,” I said. “

Call Center 73

Call Center Management Exercises Meeting 73

Experience Matters

OCTOBER 15, 2015

Here’s some related content: People-Centric Experience Design (eBook & video). Behavioral Guide to Customer Experience Design (report). Positive Psychology Infuses Customer Experience (post). Customer Experience Matters (video). What is Customer Experience?

eBook 120

eBook Video Employee Engagement Customer Experience Design 120

Myra Golden

JUNE 21, 2019

Now you can give your representatives 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. What Viewers of This Video Are Saying.

Management 84

Management Tips Video Customers 84

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I shared practical customer experience takeaways and how to’s. Hosted by CXM@MSU, which is dedicated to advancing the field of customer experience management (CXM).

Employee Engagement 52

Employee Engagement Customer Experience Design Customer Experience Management Tips 52

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

Beyond Philosophy

OCTOBER 25, 2018

Putting the customer at the center is intrinsic to every action they take. So, for those of you pursuing a natural state of customer-centricity, ensure that senior management is supporting your effort. First of all, you must show your results to senior management. Natural: These are the ones that get it.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Beyond Philosophy

SEPTEMBER 12, 2020

There are a few ways you can use this concept to manage your Customer Experience: Recognize that esthetics matter. Customers make buying decisions based on how things look, so your esthetic is a significant part of your Customer Experience. Design a deliberate appeal to your offerings.

Fashion 113

Fashion Comparison Customer Experience Design Consulting 113

Beyond Philosophy

JUNE 19, 2021

However, implementing experience improvements using the theories you enjoyed learning about can be less fun and even a little frustrating if you aren’t getting the results you wanted. 18:35 We discuss how essential it is to understand your customers’ mindsets when designing your experience and why.

Consulting 89

Consulting Customer Experience Design Measurement Financial 89

McorpCX

OCTOBER 15, 2019

Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience segments —used primarily for marketing, sales activities and data management—personas are fictional characters used to design things that real customers will actually use, and yes, even love.

Customer Experience Design 45

Customer Experience Design Sales Customers Customer Experience 45

Beyond Philosophy

JUNE 28, 2019

However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time.

Measurement 122

Measurement Analysis Study Customer Experience Design 122

Bill Quiseng

MARCH 1, 2021

In it, he provides invaluable wisdom and lessons from senior business executives on how to lead through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. Michelli’s most recent book, Stronger through Adversity.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Beyond Philosophy

OCTOBER 25, 2019

It is a mistake not to measure your success in evoking the proper customer emotions. After all, you wouldn’t tell one of your managers to design a program to achieve a goal and then never keep track of whether it works. This episode of The Intuitive Customer explores The Secrets of Measuring Customer Emotions.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100