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The State of Waiting in Line: There Must Be a Better Way
A couple weeks ago, I shared a story on LinkedIn about an experience I’d had at a follow-up doctor appointment. I’m sure you’ve experienced this to. What can healthcare providers do to improve the wait? First impressions are lasting impressions…
Closing the Loop to Surprise, Delight, and Retain Customers
Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. They want you to listen; they want to be heard; and they want to be assured that action will be taken on their feedback. Are you taking action? Are you closing the loop?
Connected Experiences Require You to Connect Your Silos: Here’s How
Fact: Your brand has connected customers. That shouldn’t be a surprise. These are customers who interact with your brand via your website, their mobile phones, your apps, their internet-connected appliances, social media, and more.
Also fact: Connected customers have connected experiences. Sadly, these connected experiences disappoint – or don’t exist at all.
Eight Tools To Give Employees A Clear Line Of Sight to The Customer
How do you ensure that your employees have a clear line of sight to customers in their roles and in general? In this week’s article, find eight tools that help give them that line of sight to the target, to the customer. In doing so, you’ll give them a clear line of sight to the end game, to the business outcomes.
Let’s Get to the Root of Your Customers’ Issues
Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy—providing your company with a significant competitive advantage
If you think about customer experience management as a continuous improvement process, you’ll be miles ahead of anyone else who believes that it’s enough to just listen to customers at a point in time, and then only respond to individual customers who’ve reported that they’re not satisfied.
Market Neglect: How a Lack of Research is a Death Knell for Startups
I’m often asked to look at new products in the customer experience technology arena (trust me, it runs the gamut) to get my thoughts on the products. I’ve seen some great products that elicited the reaction, “Where has this been all of my life?” But I’ve also seen plenty that are just me-toos, aren’t well thought out, or just don’t have a real purpose. Why do those products/startups fail?
Empathy: Can It Be Measured?
What is empathy? Why is it important? Can it be taught? How can it be measured? How do you put empathy into action? All of these questions and more addressed in this week’s article!
Organizational Silos: Impacting Both Employee and Customer Experiences
After a keynote I did last week, I took some questions. One of them was related to organizational silos, their impact on the experience (for both employees and customers), what you can do to break down/connect those silos, and my thoughts on the role of matrix organizations/structures in breaking down those silos. See my thoughts in this post.
Quiet Quitting: It’s Beyond Time to Focus on Your Employees
What is quiet quitting? Why is it happening? What are employees dealing with. What can you do to stem the tide or stop it from happening?
The Importance of A Winning Customer Data Strategy
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. We’ve filmed two episodes so far. Today’s article highlights some of the things we discussed in that first episode.