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It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the
As a whole, we don’t really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve moments of
Customer Experience is About Value and Values Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we
Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings.
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among
There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into
Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie What a great time to be alive! We live
Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on
Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your
For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new
