Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. customer experience journey mapping

Bridging the Customer Experience Perception Gap

Call Center Weekly

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Now, these same questions need to be asked of your staff and your customers.

Is Your Customer Experience Accidental?

Beyond Philosophy

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.

Contact Center Customer Experience Best Practices

Callminer

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations.

CX and EX (Customer Experience and Employee Experience)

ShepHyken

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. So, the new question isn’t about customers.

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.

Metrics for Customer Experience Management

ClearAction

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated.

How to Embed a Customer Experience Framework 

ijgolding

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

Make Good Customer Experiences Easy!

ClearAction

Make Good Customer Experiences Easy! Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. Put yourself in your customer’s shoes. Customer Experience Management.

How to deliver a positive customer experience when failures occur

Taylor Reach Group

Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey. CES measures the effort the customer must expend to rectify the issue they have experienced. A good CES experience means the customer does not have to expend too much effort.

What is Customer Experience Improvement?

ClearAction

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. how to be in-sync with customers?

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world.

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Instead, creating a consistent, differentiated experience is everything.

Top 3 Customer Experience Predictions for 2019

CSM Magazine

Contextual awareness will redefine the customer experience. Providing insights based on a customer’s context and previous activity will become the new normal – and brands are only starting to scratch the surface of what is possible. At Sutherland Labs, Customer Service Articles

The Six Disruptors of Customer Experience

Up Your Service

We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives.

Food for Thought: Three Customer Experience Best Practices

PeopleMetrics

It also taught me how good customer experience strategy depends on meeting the expectations of individual customers. The Diner: Customer experience served cheap, fast, and without fuss. Customers know that. The Bar: Customer centricity poured to your liking.

The Six Disruptors of Customer Experience

Up Your Service

We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Customer Experience Best Practices: Change Management (1 of 2)

PeopleMetrics

Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. Balance the customer feedback.

The 3 M’s For Improving Customer Experience SUCCESSFULLY

Customer Guru

Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.

Customer Experience Weekly #6

Talkdesk

Talkdesk’s Customer Experience Weekly (CXW) brings together the best information and insights from around the web on subjects related to CX. Each week, we dive deep into a particular aspect of customer experience. Customer Guru. The 26 Best Customer Service Books.

Customer Experience Benchmarking: beware how you use it!

ijgolding

In fact, I am NOT a fan of benchmarking Customer Experience measurement in general. I have been quoted many times as saying that whilst many businesses measure the Customer Experience in some way, most do so rather badly.

10 Keys to Organic Growth via Customer Experience

ClearAction

10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth.

Why Survival Mode Kills The Customer Experience

CX Accelerator

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Forging the link between Customer Experience and Innovation – Six Crucial Principles

Peter Lavers

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. acquisition) rather than about serving existing customers better (i.e. CUSTOMER EFFORT.

Three Reasons You Need Feedback to Fix Your Customer Experience

PeopleMetrics

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback.

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys

Comm100

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. What Is a Customer Journey Map? A customer journey map is similar, yet different.

20 Critical Thinking Keys to Customer Experience Excellence

Win the Customer

Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can create exceptional customer service experiences.

When I grow up, I want to be Customer Experience Pioneer Jeanne Bliss

Aspect

” The bulk of the book is set up as a series of questions and case studies of how beloved companies have actively embodied these five decisions in how they engage with customers and employees. Questions like “What’s your power source for bonding with customers?”

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.

Bridge the Gap of Customer Experience Perception - Transforming the Customer Experience

Kristina Evey

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Business Leaders everywhere must first understand there is likely a huge gap between the Customer Experience they believe their company delivers and the perception of that same experience their customers have as they work with them.

Customer Experience Resolutions

CX Journey

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Let's resolve to improve the customer experience. analytics customer experience employee experience journey mapping

Heaven or Hell? What Customer Experience vacation memories do you have this year?

ijgolding

As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! ’ Will your summer holiday experiences create the right memories? The simplicity of a smile – its great for you and your customers!

Customer Experience Journeys: Map for Actionability

ClearAction

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? Customer journey maps are a means to an end, not an end in themselves. Comments are Customer Experience Gold.

How to build a seamless customer experience

NewVoiceMedia

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Are leaders united in how you improve your customers’ lives?

How to Balance Intuition in Customer Experience Management and Sales

PeopleMetrics

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. Far away from the customer, it becomes easy to buy into intuition and personal perspective.

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How to Encourage Employees to Deliver Exceptional Customer Experiences

Satrix Solutions

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. How well did they understand the experiences and challenges your customers face each day?

Customer Experience failure in the energy industry – exhibit 1 – British Gas

ijgolding

Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations?