customer experience

Restoring Customer Confidence?

The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look.

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Customer Success: Building Value for Customers Faster Than They Can on Their Own

There are so many different customer experience roles these days that I wrote a post a few months ago called “Customer [Insert Term Here]: What Do They All Mean?” In the past, I’ve written a few times about the difference between customer experience and customer service.

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Empathy Maps Are Not Journey Maps – and Vice Versa

Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience.

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Proving the ROI of Reducing Customer Effort

I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020.

As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI.

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Employee Experience Drives the Customer Experience: But It’s Not Just About the Frontline

I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees.

That is just not true.

When I’ve addressed this latter point, I’m always asked, “Well, then how do I connect the dots for the backoffice folks?” I love to answer this question.

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CX Journey™ Musings: The Experience Is Everything

In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, “customer connections are essential,” stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”

I had to pause a moment. Aren’t products and services part of the experience?

Yes!

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Breaking Down Silos Between Product and CX

I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020.

Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned to work toward that goal. In this article, I’ll address the gap between two important parts of your organization that must be bridged in order to achieve this goal.

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Customer Engagement: Beyond Personalization to Hyper-Personalization

I originally wrote today’s post for GetFeedback. It appeared on their site on March 1, 2020.

According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. Well, here we are!

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Customer-Centricity: What Exactly Is It?

The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” and the two are very different.

Let’s look at some definitions.

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Humanizing Automation to Help Employees Work Smarter Not Harder

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

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