Cross-Functional CX: How to Make Customer Experience Work Across your Organization
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.
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Reduce Customer Churn: 5 Ways to Understand At-Risk Customers
Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard …
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What Customers Want Next: How to Find & Act on CX Clues
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% …
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How to Turn CX Buzzwords into Meaningful Definitions
What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their view, CX was just another buzzword being tossed around as novel business jargon. You can …
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What Are Micromoments, & Why Are They So Important?
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 …
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Don’t Accidentally Sabotage Customer Experience — Do This Instead
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 …
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Learning Paths: What Are They, & How Can They Create Customer Experience Success?
“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important …
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Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?
Listen to this article “I Know Customer Experience is Important, But…” When I speak to groups or host our weekly webinar series , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B Healthcare Professional Services Manufacturing …So we can’t really do this or think …
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CX Q&A: Answers to Your Top Customer Experience Questions
Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions. It …
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Service Blueprinting and the Next Normal
How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. It’s no small task and it’s really a …
