Is your customer experience transformation work stuck at good intentions?
One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.
No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!
I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.
Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.
Do you know all of the building blocks of a customer experience transformation strategy?
I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.
While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.
That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years. The first webinar was on the evolving role of customer service and how it is going to look in the next decade.
I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018.
While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience.
Big mistake. The correlation is real. Happy employees lead to happy customers.