customer experience

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.

Continue Reading

Customer Trust: A Two-Way Street

How do you define customer trust? How do your customers define trust as it relates to your brand?

Continue Reading

Taking Your #CX Team Cross-Functional

In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either.

Continue Reading

Building Your Multi-Faceted, Multi-Skilled CX Team

Earlier this year, I wrote an article about CX Teams: Who, What, Where, How Many, and How Much?, answering all the questions that you might have about what a CX team looks like, i.e., the make-up of the team, size of the team, who it reports to, budget responsibility, barriers to success, and more.

Continue Reading

What Does It Take to Be a Customer-Centric Enterprise?

What is it to be a customer-centric enterprise?

 
When I started my journey in the land of customer-centricity (2000), the answer to this question, according to the leading theorists and proponents, was this: an enterprise that organises itself by customer segments rather than products; and where one starts with the needs/wants of the customer segment/s and works back to the ‘products’ that meet these needs/wants.
 
Continue Reading

Are You Using Digital Technologies to Improve or Degrade the Customer Experience?

Digital technologies can be used to improve Customer Experience. For example, by:

  • Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered transactions, make purchases online, get chat based help with queries or problems….
  • Provision of data/information based services e.g. alerts that notify the customer that price of the ticket has fallen.

 

Continue Reading

Four Inputs of a Customer-Centric Culture Transformation

I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020.

Continue Reading

Journey Mapping: Which Journeys Should You Start With?

The first step in my six-step journey mapping process is Plan.

Continue Reading

COVID is not killing your business. Bad Customer Experience is.

For many companies, autumn is the time to review their expenditures and make annual plans. As I am writing these words, I almost hear thousands of CEOs ordering their teams to slash costs whenever possible. The crisis is coming! We need to save; profits are at stake!

Continue Reading

Marketing Teams: Here’s How to Best Use Customer Journey Maps

I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019.

Continue Reading
Subscribe to RSS - customer experience