Document THIS! Betrayed by Customer Experience Documentation
Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
measurement
Beware: Destructive Customer Experience Advice is Everywhere!
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 »
How Metrics Hide Serious Customer Experience Problems
It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in just a few …
How Metrics Hide Serious Customer Experience Problems Read More »
Improve the Customer Experience In 60 Minutes or Less
If you can find an hour, you can do the following to help improve your customer experience.
Emotions are the Best Customer Metrics After All!
It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!) Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest …
Emotions are the Best Customer Metrics After All! Read More »
