July, 2017

Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Trending Sources

Continuing Education at ReviewTrackers


Imagine a work environment with leaders who support and encourage professional and personal growth and creativity. This is the type of work environment where trying new things is encouraged and expected. ReviewTrackers is this place.

Why The World is NOT Full of Guys

Steve DiGioia

please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy?

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.

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How Mobile is Transforming the Customer Experience


These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand.

Do All Your Touch Points Need to be Perfect?

Steve DiGioia

or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson


“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose.

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

Do You Know the DNA of Your Customers’ Experience?

Wired and Dangerous

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.

4 Ways to Consider the Customer When Gathering Feedback


Like many households in America, I make a weekly run to the grocery store. Until recently, my grocery store, like many other retailers, provided a web address at the bottom of the receipt and asked customers to go home, log on to the store’s website, enter in their receipt code, and provide feedback.

Could ignorance actually benefit CX?

Customer Bliss

Interesting post recently by Jason Fried, the founder of Basecamp and 37 Signals, over on Medium. Here it is.

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Is Investing In Customer Experience Really Worth It?


This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction. As consumers, we are empowered by increasing control over the retail process.

The Ten Commandments of Customer Service

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

Let’s Get Geeky About Inventory…


One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” ” What does that have to do with SuiteCX?

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?

Brand Reputation Protection: The Complete Guide


For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth.


3 Ways Retailers Can Improve Customer Experience With Their Contact Center


No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

The QBR Mistakes You Need To Stop Making


You may have read some inspirational quotes on faded landscape backgrounds saying things like " there's no success without failure ", and while this may be true in most cases, you'll want to forget about it and focus on doing things right when it comes to QBRs.

Why Dreaming Big Isn’t Enough

Beyond Philosophy

I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying.

Award Winning CX Leadership in Banking, with Mark Slatin – CB58

Customer Bliss

Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark.

CX Journey™ Musings: Customer Focus - at What Cost?

CX Journey

Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

The Retail Ombudsman is no more

Helen Dewdney

Former “Ombudsman” loses the right to use respected title. Reblogged from [link]. The Retail Ombudsman (TRO) is no more. The private company, set up in 2015 to. provide dispute resolution for consumers, has lost the right to use the respected. title of “Ombudsman” TRO has resigned from the Ombudsman Association (OA), its trade body, for reasons. that remain unclear. The resignation means that it is no longer allowed to use the. “Ombudsman” title.

The 14 Leadership Principles that Drive Amazon


Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management.

Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management

Peter Lavers

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives.

Does Your Customer Journey include Happy Processes?

Wired and Dangerous

jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? post image" />. What is a service process? A service process can be defined from two perspectives. From the inside looking out, it is a collection of procedures and practices that govern a complete operation.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Are you Competition Obsessed?

Beyond Philosophy

If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors.

Mission, Vision, Guiding Principles, Values. Oh My!

CX Journey

Image courtesy of Pixabay Do you know the difference? There's a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat.

CX 360: How to Align Voice of Employee with Voice of Customer Programs


According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked.

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Podcast: Tackling Net Promoter Questions from Practitioners on LinkedIn, with Maurice FitzGerald


What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is it better to do something rather than nothing?

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.