There’s a joke about being at the top in any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can’t just run the business by doing the work, you have to run the business by stepping in as chief technology officer, chief financial officer, chief […]
3 Ways Your Small Business Can Clobber the Big Guys Read More »
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers.
Your Process Flows Don’t Know Jack! Read More »
One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer journey touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a
Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments Read More »
Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about
3 Ways to Survive Dangerously Casual Customer Reviews Read More »
What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. In fact, these
3 Ways to Add Magic to your Customer Service Training Read More »
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer
So You Have No Customer Experience Budget… Now What!? Read More »
When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy
Beware: Destructive Customer Experience Advice is Everywhere! Read More »
Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy
5 Ways One-on-One Customer Communication Builds Loyalty Read More »
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they
7 Things Your Customers Wish You Knew About Them Read More »
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities. Sometimes the way we
5 CX Strategy Killers You Need to Get Over Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
