Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, …
How to Avoid Hidden Disasters in Customer Experience Design Read More »
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 a complicated nightmare. Think of insurance – the idea of it is lovely. If we all chip in a little …
3 Popular Habits that Make You Unpopular with Customers Read More »
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 customers, we will be a better organization. We will create happier employees who care deeply about those we serve. We …
Why Your Customer-Centric “Breakthrough” Is Not Working Read More »
It also takes a bunch of traits that are often not found in one person.
I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as …
3 Myths that Prevent You from Understanding Customers Read More »
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret …
Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities Read More »
Asking questions without limitations can lead to a better experience for your customers.
We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to …
3 Reasons Your Brain Won’t Let You See the True Customer Experience Read More »
Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add …
5 Epic Employee Engagement Issues You Never Noticed Read More »
