How to Become a Leader in Customer Experience | Driven to Delight
DECEMBER 2, 2015
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?
MAY 20, 2015
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.
What makes the the worlds #1 Customer Experience brands?
MARCH 24, 2015
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 […].
A Great Customer Experience Isn't Enough
NOVEMBER 5, 2015
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.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
Customer Loyalty Depends on the Word “WHY”
APRIL 14, 2015
Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us?
The Customer Is Not Always Right: 5 Tips to Help You Say “No”
OCTOBER 23, 2015
We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already.
The 9 Stages Of The Archetypal Customer Journey
JUNE 16, 2015
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?
OCTOBER 22, 2015
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.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
The Next 5 Strategies for Ramping up Customer Engagement
ICC Decision Services
NOVEMBER 19, 2015
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.
Intelligent Experiences: Where CX Meets Tech
JANUARY 26, 2015
From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.
Leveraging the Concept of G.L.U.E. to Improve the Customer Experience
JUNE 9, 2015
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.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
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 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.
Is the Customer Experience Really Everyone's Job?
OCTOBER 27, 2015
Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job.
3 Ways Customer Service is Worse Today
SEPTEMBER 14, 2015
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.
Handling Challenging Conversations with a Customer Service Focus
Who's Your Gladys?
AUGUST 4, 2015
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.
Ten Aptitudes of a Successful Customer Leader
MAY 14, 2015
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.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
Customer Satisfaction Versus Customer Loyalty
OCTOBER 30, 2015
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!
JUNE 25, 2015
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.
Maximizing the success of your CX program: Both hands are needed
OCTOBER 15, 2015
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?
What you can learn about customer service from Marc Benioff
SEPTEMBER 3, 2015
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.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Taking Care of Loyal Customers
Wired and Dangerous
DECEMBER 7, 2015
And as new customers become long-term customers, their worth increases—they buy more, spend more, advocate more, and generally are less expensive to serve since they do not require customer training when they deal with you.
3 Lessons re: Design Thinking and Customer Delight
NOVEMBER 19, 2015
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.
Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric.
The 7 Deadly Sins of Customer Experience
FEBRUARY 27, 2015
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.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Would You Do THIS For Your Customer?
OCTOBER 22, 2015
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.
7 Ways to Become a Tour Guide to Service Excellence
Who's Your Gladys?
MAY 22, 2015
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.
Speed isn’t everything: what to measure when scaling your support team
AUGUST 25, 2015
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.