customer experience

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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Customer Trust: A Two-Way Street

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

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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.

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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.

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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.
 
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