The 17-second customer experience strategy
JUNE 30, 2016
I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. But I have put together some resources that can help you start the journey towards a workable customer experience strategy.
Customer strategy: Crawl, walk, run
JANUARY 12, 2017
Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map.
What's Your #CX Strategy?
JUNE 30, 2015
Image courtesy of AnnaRachel1 What is a customer experience strategy? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers).
Customer retention strategy: Is it too late?
AUGUST 4, 2016
One concept I get asked about a lot is customer retention strategy. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. This all leads to one place: you need a customer retention strategy.
Customer Experience Strategy: How to Measure the Immeasurable
How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.
Customer Experience First, Business Strategy Second
OCTOBER 5, 2015
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. Need help co-creating your customer experience strategy? Brand Strategy
Double talk can murder CX strategy
OCTOBER 20, 2016
How is strategy being aligned with execution? Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short?
Find, Win, Keep: A simple customer centric business strategy
JULY 27, 2016
Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ Call it what you will, but it smacks of ‘taking customers for granted to me’ – or a clear sign of having no defined strategy to KEEP customers.
Do Customer Journeys Drive Your Content Strategy?
OCTOBER 20, 2016
But I haven’t seen many that use journey maps to drive their content strategies. This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites.
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
Avoiding CX Strategies That Fire Before Aiming
JANUARY 19, 2017
As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience.
Customer Strategy – the missing connection in Customer Experience
MAY 14, 2015
One of the key reasons why so many of us have experiences that fail to meet our expectations is that there is often a very significant connection MISSING – and that connection is more often than not the absence of a CUSTOMER STRATEGY.
Linking CX Strategy to Corporate Strategy & Brand Values
OCTOBER 9, 2014
Image courtesy of joey.ganoza How do you link your customer experience strategy with your corporate strategy? First, a little background on the topic, CX Strategy, which is one of the six pillars of customer experience , as defined by CXPA.
15 Customer Retention Strategies for Long-Term Customer Loyalty
OCTOBER 8, 2016
For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. When trying to increase retention, come up with a proactive support strategy.
How do you know if a customer-centric strategy is working?
JANUARY 19, 2017
Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? A lot of attempts at customer-centric strategy fall down right here.
Highlights of Customer Experience Strategy Advice
DECEMBER 31, 2015
Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Customer Experience Strategy: Shared Vision.
How to Make Customer Experience Strategy Integral to Corporate Strategy
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy?
Reshaping retail: 3 innovation strategies for the e-commerce era
APRIL 4, 2017
Here are three strategies retailers can pursue to reorient around the customer and regain wallet share from e-tailers and other new competitors in the retail business. That stunning stat demonstrates why brick-and-mortar retailers need to pursue an omnichannel strategy.
The Definitive Guide to Chat Bot Strategy
NOVEMBER 30, 2016
If you realize the value chat bots could offer your business but aren’t sure how to go about developing a strategy, this guide is for you. Now that we’ve covered the basics of chat bots, let’s talk about why your company needs a chat bot strategy and how to go about formulating one.
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.
Blending Your Customer Success And Advocacy Strategies
JULY 15, 2016
In his 2016 Advocamp Amp Talk, Lincoln Murphy, former Customer Success Evangelist at Gainsight, explains how to align your advocacy and customer success strategies to keep both your customers and your business. Customer success isn’t about saving your customers from drowning.
Get Your Experience Strategy Ready for the 4th Quarter!
AUGUST 24, 2015
Are you preparing your customer experience strategy for this? The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter!
5 ways customer feedback can improve your content marketing strategy
DECEMBER 15, 2016
Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. Identify gaps in your current content marketing strategy.
8 Leadership Strategies From An Influencer
FEBRUARY 15, 2017
The post 8 Leadership Strategies From An Influencer appeared first on. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.
Four Strategies For Successfully Implementing Software
DECEMBER 1, 2015
One weekend I decided I would be the “Fun Dad.” ” Rather than make the normal oatmeal or scrambled eggs for breakfast, I started to make pancakes for my kids. Batter mixed, ready to pour onto the griddle, my 7 year old daughter said, “What color are you going to put in?” ” What a fun idea, View Article
Digital Strategy: 5 Best Practices to Improve Customer Service
FEBRUARY 22, 2017
Digital Strategy: 5 Best Practices to Improve Customer Service. Today’s digital landscape has ushered in a new age in customer service.
Why companies are focusing on their customer experience strategy
MAY 10, 2016
In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. Business Strategy Customer Intelligence customer experience CX
4 customer-based strategies health care can learn from retail
APRIL 5, 2017
Plus, the community has inspired a website redesign and improvements to internal operations and marketing strategies that put patients first. Business Strategy Innovation Customer Experience retail customer experience health care customer-centric innovation consumerization patient experience
Revealed: 7 Essential Elements For Your Omnichannel Strategy
MARCH 29, 2017
Therefore, an omnichannel strategy could also be called an integration plan. John Lewis is Omniscient about Omnichannel Strategy. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy. For Omnichannel Strategy, WWJLD?
How to Choose the Right Customer Service Strategy (Infographic)
DECEMBER 29, 2015
Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. On the other hand, if your employees are not happy with your company strategy they will not care about what your customers feel.
Five Steps to Create Your CX Strategy: Step 1
JANUARY 5, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.
New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017
JANUARY 19, 2017
Get the strategies you need Click To Tweet. Analytics Will Become Part of Employee Retention Strategies. In the coming year, brands will rethink their mobile strategies to better serve their customers on preferred communication channels.
Customer Experience Strategy: How to Measure the Immeasurable
MAY 5, 2016
But how do you go about creating a customer experience strategy that emulates these retail giants in a way that works for your own customers? Customer experience strategy in this instance requires that we empower our agents to make a real difference in customers’ lives.
Five Steps to Create Your CX Strategy: Step 3
JANUARY 19, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. What Do Your Customers Want?
How Customer Experience Metrics Help Create A Winning Strategy
SEPTEMBER 14, 2016
Companies can use customer experience metrics to determine the best strategy for particular business goals. There is a wide variety of considerations to examine before developing a successful strategy. How Do Customer Experience Metrics Help Create a Successful Business Strategy?
How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy
FEBRUARY 13, 2017
Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.
Five Steps to Create Your CX Strategy: Step 2
JANUARY 12, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. Step 2: Who are you? I mean really, who are you? The 5 steps. View Article
Increasing member engagement: 4 effective strategies for online community growth
OCTOBER 4, 2016
According to Schmied, creating a plan that aligns your strategy with your calendar of community activities is key to creating a fun environment for your members. Schmied concurred, saying that evolving the engagement strategy helps maintain people’s interest.
Easier Said than Done: Move the Needle with Your Customer Experience Strategy
MAY 5, 2015
My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere.