Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade of gray or arguing with your spouse about 1-inch or 1.5-inch tile becomes exhausting. And …
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.
But how can you take shortcuts with your customer experience? Do’s & Don’ts…
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% …
What Customers Want Next: How to Find & Act on CX Clues Read More »
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 …
What Are Micromoments, & Why Are They So Important? Read More »
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 …
Don’t Accidentally Sabotage Customer Experience — Do This Instead Read More »
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 …
5 Ways to Instill Customer Focused Values Throughout your Organization Read More »
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 …
3 Big Themes from the Most Dedicated CX Experts in the World Read More »
Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.
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! …
Customer Service & CX Leaders Make the Best Magic TOGETHER Read More »
