The Best Free (and Cheap) Customer Experience Training Courses Online
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CX Training Can Make You Happier… Here’s How To Get Started
Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on
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‘Tis the Season to Find Pain Points in Your Retail Customer Journey
When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? If you don’t, the holiday season is a perfect
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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 call-center scripts or proper protocols around customer complaints. As you and I both know, dear reader, it’s so much more than that. The
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CX Education Never Stops: Lessons in Learning for Every CX Leader
Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet, lifelong learning leads to a healthier life, more financial success and even better social standing. There are so many wonderful
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4 Ways the Experts Master Journey Mapping
Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. Many CX teams spend months on a journey map only to have
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Overcome Leadership Bias: 5 Common Types and the #1 Solution
ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. And there can certainly be natural conflicts of interest within the organization as well — between leaders and employees, between departments,
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Improve Employee Experience to Improve Customer Experience
The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation! Personalization! Blockchain Technology! And
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Co-Creation With Customers: 5 Ways to Drive Better Results
What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users. And it isn’t limited to just customers. Organizations can also co-create with vendors,
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How to Start Improving CX in the Real World
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no
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