customer experience

Employee Experience – Good for Employees, Good for Business

I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019.

In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels. In other words, employees and the employee experience must be the first priority of the business.

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Digital Schmigital

You keep reading and writing and saying “digital transformation.” Do you know what that means?

In September 2019, I did a keynote titled “Marketing in the Era of Customer Experience” for an American Marketing Association (AMA) event. In that keynote, I talked about the 10 realities of marketing in the era of customer experience. The tenth item I talked about was titled, “Digital Schmigital.” I got a few chuckles and a bunch of “bravos” out of that one.

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Boeing's Warning to Corporate Communicators

Boeing’s widening woes are a warning to every communicator tasked with creating or sharing company purpose.

The headline in today’s New York Times says it all: Cascading Crisis Reveals ‘Sick’ Culture at Boeing. Recently revealed internal documents show employees regularly cutting corners, dissing one another and insulting customers, feeling remorse for having deluded regulators and, above all, obsessing about meeting deadlines and budgets.

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The Elusive 360-Degree View of Customers

I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018.

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Operationalizing Your Customer Data

Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success.

There are many different customer listening posts and equally as many sources of customer data. Let’s start with some examples of listening posts, which provide not only performance data but also demographic, psychographic, diagnostic, and competitive benchmarks data:

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Right Data, Right People, Right Time

If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand:

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Keeping Employees Informed About Customer Experience Transformation Efforts

According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.”

Gartner defines it as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty, and advocacy.”

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Customer Service Happens When the Experience Breaks Down

Understanding the difference between customer experience and customer service will save you money in your contact center!

There’s a quote (which I may have evolved over the years) from Chris Zane, founder of Zane’s Cycles, that goes like this: “Customer service is what happens when the experience breaks down.”

It’s a great quote for a variety of reasons, not the least of which is the fact that it nicely differentiates “customer experience” and “customer service,” which people often confuse to be one and the same. Not so.

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Futurelab joins forces with infinit.cx as an independent subsidiary

A couple of months ago, we announced that Futurelab had become a partner infinit.cx, a leader in complex contact centre solutions which has a long list of successful customer experience stories in Germany. Today, we are happy to announce that we have gone further in our partnership. From now Futurelab will be an independent subsidiary of infinit.cx GmbH.

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Futurelab’s founder will be judging at the International Customer Experience Awards 2019

Less than a month separates us from one of the most inspiring events in the CX world – the International Customer Experience Awards 2019. And this year our consultancy company will be again in the center of it. 

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