customer experience

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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Transforming the Customer Experience From the Inside Out

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different.

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Participative Relationships: Co-Create the Experience With Customers

In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote:

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Customer [Insert Term Here]: What Do They All Mean?

Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size, region, industry, etc., you are in business for the customer, because of the customer.

Ultimately, “create and nurture customers” must come down to helping customers solve their problems, complete the jobs they are trying to do, and achieve the outcomes they desire by using your products or services.

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How to Take Action on Your Customer Feedback

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.”

Those words could not be truer when it comes to customer experience and to your business.

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What’s the Secret to a Great Customer Experience?

What’s the secret to a great customer experience?

I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle!, based on a letter he received from a disappointed customer.

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