June, 2017

Align CX to Drive Tangible Business Results


Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

Hypothesis Journey Maps: Necessary AND Dangerous

Kerry Bodine

I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question.

Trending Sources

SVP Member Experience at Peloton, With Brad Olson – CB54

Customer Bliss

Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand.

How to Improve Customer Experience with Marketing


Customer experience looked very different in the early 1900s than today. At that time, customers were just beginning to experience the option to return items, for example. This type of experience was unique and part of a new type of consumer culture.

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

More Trending

Customer Experience & Service Design: Let’s Be BFFs

Kerry Bodine

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.

The problem of real-time data in CX

Customer Bliss

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn?

Data 76

How will you answer a Customer Service SOS?

Wired and Dangerous

The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!

Delighting Without Asking: A Behavioral Science POV on Customer Experience


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. What did you think about this?

eBook 54

The Ten Commandments of Customer Service

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

How to Reduce Back-And-Forth with Your Customers


Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience.

The rise of chief digital officers in fashion, luxury and beauty retail

Vision Critical

When Nike hired its first chief digital officer just over a year ago, it wasn’t just to lead a couple of projects. Reporting to the president, the CDO took charge of all products and services across Nike.com, Nike+ as well the brand’s other digital platforms.

In Between Design Thinking And Design Doing

Kerry Bodine

A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film.

Customer experience innovation: A shift in how to think about it

Customer Bliss

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me.

What Makes a Successful Voice of the Customer Program

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

6 Steps to Help You Put Customers at the Center of the Organization, Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does.

Connecting the Dots: Where Customer Experience and Employee Engagement Converge


Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S.

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service


Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too.

The Truth About Attrition in the Contact Center


At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience.

6 Things You Can Do to Advance Your Career in the CX Profession

CX Journey

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? I'm asked about this on a regular - quite frankly, almost weekly - basis.

Airline claim compensation letter template

Helen Dewdney

It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Then there are the companies which say they can do the work for you but take a hefty commission.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Why so Serious?


Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers.

Customer Success Story: American Family Insurance


The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry.

Which Customer Journeys Should You Map?

Kerry Bodine

Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full end-to-end journey (one that’s basically aligned with the complete customer lifecycle).

Collaboration is what CCOs need to embrace

Customer Bliss

I wanted to take a second to talk about collaboration within CCO work.

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.

Handling Angry Customers: 3 Email Responses Your Team Need


Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it.

From the C-Suite and Beyond: Driving the Value of Customer Experience


How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business.

The Case for Automotive Dealership Mystery Shopping Programs


Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go.

Is Trust Dead? If So, Revive It!

Beyond Philosophy

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.