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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.
5 CX Questions Mystery Shopping Can Answer
Mystery shopping is a powerful tool to help you understand the experience that you’re delivering for your customers. In this guest post, Linda Taylor of MattsenKumar shares five questions that mystery shopping can help to answer.
CX Journey™ Musings: Hiring for Culture Fit
In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited that hiring for culture fit destroys things like diversity, creativity, and innovation. In this post, I share my thoughts on this topic.
Customer-Centric Culture Means Employees First
At the end of the day, your business focus has to be on the people who drive your business—both employees and customers (and vendors, partners, etc.). There can be no customer-centric culture without focusing on your employees first. So, really, it’s all about the people; perhaps to simplify this we should just refer to it as a people-centric culture.
Do Customers Really Want to Be in Control?
“Customers are in control.” Why is that a headline these days? What’s easy, convenient, or effortless about being in control? What do customers really want?