Cross-Functional CX: How to Make Customer Experience Work Across your Organization
I don’t really have a problem with the fact large organizations need departments, divisions or even small companies. It’s the way they speak of it that bothers me.
Customer Experience
3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)
But how can you take shortcuts with your customer experience? Do’s & Don’ts…
What Customers Want Next: How to Find & Act on CX Clues
Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric , 99% …
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What Are Micromoments, & Why Are They So Important?
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article …
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Don’t Accidentally Sabotage Customer Experience — Do This Instead
Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to spend more time reporting on what’s happened than making things happen. Time …
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5 Ways to Instill Customer Focused Values Throughout your Organization
Customer Experience Leaders Have a Global Customer Focus Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. As you and I both know, dear reader, it’s so much more than …
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3 Big Themes from the Most Dedicated CX Experts in the World
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 them, wearing my CXPA volunteer hat and announcing some exciting things for their 60+ local networks. But per usual, I …
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Bad Feedback Is the Best Feedback. Are You Listening For It?
Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.
Customer Service & CX Leaders Make the Best Magic TOGETHER
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! …
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5 Top CX Trends For Survival in the Age of the Customer
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their …
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