How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers.

Customer Experience Is… What, Exactly?


The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.

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Big or Small Customers, Which is More Important?

Steve DiGioia

do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden.

A Great Customer Experience Isn't Enough

CX Journey

Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did.

7 Secrets of Voice of the Customer Success Whitepaper

In the whitepaper, 7 Secrets of Voice of the Customer Success, we provide 7 steps to help you build a successful VoC program. Built into a clear model for your Voice of the Customer program, these will set you on the path to VoC enlightenment.

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The 9 Stages Of The Archetypal Customer Journey

Kerry Bodine

No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions.

Focused On The Problem In Front Of You, But Missing The Easy Solution?


I think we’re making the approach to Customer Experience too complex and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience.

The Next 5 Strategies for Ramping up Customer Engagement

ICC Decision Services

In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Gamify shopping experience by introducing tools that will interact with shoppers.

Seven technologies to improve customer service in SMBs


Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0:

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

What makes the the worlds #1 Customer Experience brands?


As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

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Leveraging the Concept of G.L.U.E. to Improve the Customer Experience


Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011.

3 Ways Customer Service is Worse Today

Steve DiGioia

how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with.

Is the Customer Experience Really Everyone's Job?

CX Journey

Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Handling Challenging Conversations with a Customer Service Focus

Who's Your Gladys?

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.

Speed isn’t everything: what to measure when scaling your support team


Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure.

Customer Satisfaction Versus Customer Loyalty


If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer.

A New Name, A New Logo—And A Lot More To Come!

Kerry Bodine

We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co.

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Maximizing the success of your CX program: Both hands are needed


Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference?

Ten Aptitudes of a Successful Customer Leader

Customer Bliss

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned.

What you can learn about customer service from Marc Benioff


Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?


It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

3 Lessons re: Design Thinking and Customer Delight


Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution.

Would You Do THIS For Your Customer?

Steve DiGioia

what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl.

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The 7 Deadly Sins of Customer Experience

CX Journey

Is your company committing the 7 Deadly Sins of customer experience? Recently, my kids asked me about the 7 Deadly Sins; I don''t remember how the topic came up, but when they ask, I answer.

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Why great customer service is important for every part of the business


Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life.

7 Steps to Turn a Complainer into a Loyal Customer


“Whatever is begun in anger ends in shame.” — Benjamin Franklin. As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another.

Customer Experience First, Business Strategy Second

Kerry Bodine

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second.

Fast, Faster, and Other Thoughts on CX Direction: Part One


In today’s business environment, speed trumps all. Consumers live in a world of immediacy, and businesses must leave reactive CX efforts behind and begin predicting their way towards more conversions, recoveries, and perfect customer experiences.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.