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CX Journey™ Musings: The More Things Change, the More the Excuses Don’t
Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. You’ll love these 50 excuses for why change can’t happen. Look forward to hearing what you’d add to the list!
CX Journey™ Musings: The Experience is Everything
In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, customer connections are essential, stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”
Customers Are Re-Evaluating Their Brand Relationships
I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report. One of the findings was that brands must demonstrate their values. My thoughts on that can be found in this article.
Marketing in the Era of the Customer Experience
What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. In this article, I’ll pose some conversation starters to help bridge that gap and get everyone working together for the benefit of the customer – and, ultimately, the business.
Breaking Down Silos Between Product and CX
Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned to work toward that goal. In this article, I address the gap between two important parts of your organization that must be bridged in order to achieve this goal.
Customer Engagement: Beyond Personalization to Hyper-Personalization
What is hyper-personalization? There’s no real clear definition, but I tackle that plus how it differs from personalization, the benefits, how to achieve it, etc. Read on to find out more – and why you need to know what it means for your business!
Customer-Centricity: What Exactly Is It?
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” and the two are very different.
Humanizing Automation to Help Employees Work Smarter Not Harder
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.
Transforming the Customer Experience From the Inside Out
As I like to say, you have to fix what’s happening on the inside (leadership, culture, employees) before you can fix or do better on the outside (for customers, partners, licensees, and others in your ecosystem). But what exactly does that mean?
Participative Relationships: Co-Create the Experience with Customers
Co-creation is a collaborative innovation effort; it’s not a one-way street. Work together – with your customers – to define and design new value to be created, improvements to be made, and experiences that meet their needs – experiences that see you achieving your desired outcomes, as well. I outline some co-creation tools in today’s post.