I’ve had several conversations over the last couple weeks that reminded me that it’s still challenging for some folks to understand the concept of customer experience. It’s important to clearly define it (and there are various definitions out there, but I think most of the more reputable ones are in line with what I’m saying) so that it can be used, designed, and executed properly.
What is it?
What is it not?
Who are “the offenders” when using the term?
Why does it matter?
What is employee activation? Is it a new concept? What does it involve? How can employees provide feedback and ideas? What should stakeholders be doing and thinking about?
Among consumers’ expectations when they interact with brands is a simplified and effortless experience that includes:
* Offering multiple channels to make contact
* Knowing through which channels they’ve contacted the brand
* Knowing what happened during those interactions via other channels
* Having the same experience from one channel to another (i.e., one brand, one contact center)
These expectations must all be taken into consideration when making decisions about which technology to acquire.
Chief Executive Group recently polled CEOs in the US about their top priorities in 2024, and 60% of them said that retaining and engaging employees is their top priority because unemployment remains low, and skilled employees are both hard to find and to retain.
Sadly, they also cited employee retention and engagement as top challenges.
In this week’s article, I explore a bit more how or why a customer-centric culture brings the organization together. Why do I say that such a culture is collaborative by definition? A customer-centric culture is one in which everyone in the organization is focused on customer outcomes, and that focus, in turn, leads to solid business outcomes.
Read about several different ways that customer-centricity promotes a “one brand” approach to business. That “one brand” approach is at the root of a seamless and consistent customer experience.
What is customer-centricity? It might not be what you think it is. Too many people use the term incorrectly.
Why is it important? I like to say, fix the culture, fix the outcomes. Pointing the business in the right direction through a culture that puts the customer at the heart of the business leads to great outcomes.
Is your company customer-centric? Answer 10 questions to find out!
Customers’ expectations about their experiences during every stage of the relationship with the brands with which they interact have evolved greatly over the last few years. Understanding their journeys and keeping up with those expectations are both critical to ensuring that customers have a great experience.
How do brands do that? Well, by managing the customer journey, they can better understand their customers, improve satisfaction, and build long-term loyalty.
As we kick off the new year, it’s a great time to think about what needs to get done in the next 12 months to ensure you achieve the business outcomes you desire.
You do know that means that you’ve got to focus on the people first, right? Both employees and customers. After all, they’re the ones who keep the business humming along and, well, in business.
I thought I’d help kick start your planning for the year by outlining 24 things you can start doing this year to get you on the right track, to make sure you achieve the business outcomes you desire.
You’ve heard of personas, and many of you are using them in your day-to-day work. If you’re not, you need to start there!
But do you know what a synthetic customer is? Are these being used in your organization? If the answer is no to either of those questions, this article will provide some clarification.
The contact center is a pivotal touchpoint in the customer journey. It’s often the primary channel used by customers to interact with your company. Given that, it’s critical that the experience is simple and effortless – and meets all of their expectations.
The intersection of artificial intelligence (AI) and customer experience is reshaping how brands do business – including how they deliver a better employee experience and customer experience.