customer experience

Customer Experience: Communication in Times of Uncertainty (And Beyond)

I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.

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ROX instead of ROI in the Contactcentre – a holistic approach

Join me for the webinar on Monday (in German).

Companies need a holistic understanding of the returns of a CX and EX program to take the contact center off the defensive and make it futureproof. Determining a Return on Experience (ROX) helps you show the rest of the organization that you are running a value center, not a cost center.

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Technology Trends Improving Customer Experience in 2020

Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies to understand their expectations from the start. Studies show that 73% of consumers say good experience with a company is instrumental in influencing their brand loyalty.

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Inform Your CX Strategy With Journey Maps

This post was originally published and shared on CCW Digital on February 19, 2020.

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CX Journey™ Musings: Do Brands Really Care About Us?

Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it had me asking, “What about brands? Do they really care about us?”

People don’t care how much you know until they know how much you care.

-Theodore Roosevelt

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How to build your CX ROI model

If you have ever tried to prove that good customer experience equals more money for the company, you will know that this is more than complicated task. The data may not exist or be expensive to obtain. Unfortunately calculating the ROI of your CX efforts is usually one of the ways to get the needed budget for your strategy and bring everybody on board. 

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Futurelab launches QuickPulse - stay on top of the needs of your customers

While we are all adapting to the new (hopefully temporary) situation it is more important than ever to keep taking the pulse of your customers.

You are shifting your contact center, your opening hours, your product portfolio and all the other things you need to do to adapt – but do you know how your customers feel about it? Are you focusing your attention where they feel it should be going?

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Customer Love in the Time of Corona

My meetings in Germany got cancelled, so I tried to contact the airline to change my booking. Chat did not work. E-mail was not offered. Call centre kept on cutting me off for hours on end. Finally, someone in their overseas office answered. It took me more than 6 hours to get help.

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Business: It’s All About the Customer

This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019.

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The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.

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