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Experience Management – What’s It All About?
Google the term “experience management,” and you’ll find as many definitions as colors of the rainbow, and then some. Here’s just a smattering of some of those definitions. But what does it all really mean?!
How to Use Your Data to Drive Real-Time Customer Experiences
In this guest post, Vaishali Gopi of Freshworks shares a couple ways to use data to reduce fiction and deliver better customer experiences.
Keeping Employees Informed about Customer Experience Transformation Efforts
Communication is a critical tool to secure employee buy-in and adoption, and, especially, to educate employees about the ongoing changes that lie ahead. What questions do they have? What should you consider as you prepare your communication plan? (You have a plan, right?!)
Reducing Customer – and Employee – Effort with Automation
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. If you’re planning to attend, I’ve also included my code for a 20% discount!
Customer Service Happens When the Experience Breaks Down
Why is it important to understand the difference between customer experience and customer service? Get the experience right. Design the experience to be simple, to meet customer expectations, to allow customers to painlessly do what they’re trying to do. And you’ll take a load off your customer service team.
Not Your Father’s Comcast
I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation, specifically at Comcast. Comcast is doing some great things! They are not the same company that you remember from 5+ years ago. If Comcast can reinvent itself, you and your business can, too!
What Exactly is Employee Experience?
What exactly is employee experience? And why is it important? I define it and share some stats on why it’s so important to put your employees more first!
Understanding Customer Mindset with Journey Mapping
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. If you’re planning to attend, I’ve also included my code for a 20% discount!
Is Your Video Marketing Campaign Benefiting Your Customer Experience?
Today I’m pleased to share another guest post by Lexie Lu. In this post, Lexie shares the benefits of video marketing, including eight tips to ensure a great customer experience with your marketing efforts.
Feedback Maps: Inventory and Make Sense of Your VoC Data
Today’s post is an excerpt from my book. I write about how an why to create a feedback map.