customer experiences

Econsultancy has conducted some great research about the organisational issues that are central to managing the customer journey.

I found this chart extremely interesting since it helps explain so much that is wrong with the way companies manage this vitally important issue.

How's your customer experience transformation coming along?

I'm sure you've heard (or recall)  Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: 

This report (The Power of Linguistics in Customer Service) from Eptica is worth reading if you are attempting to improve your customer experience.

This study is all about the digital channel although I doubt if it is much better in other channels.

Are UK Supermarkets Conning Customers?

According to the press, the consumer watchdog Which? has been investigating the UK’s dominant supermarket chains for the last seven years. Based on the ‘findings’ Which? put forth a super-complaint against the supermarkets. A super-compliant is not something that is done lightly. So what is the basis of this super-complaint?

What do your employees know about customer experience?

I've been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. 

Eureka! is a chain of polished casual restaurants that claims to deliver a value driven experience defined as “eatertainment.” Check out this video audit and analysis of the brand experience to see if it delivers on that claim.

Is Knowledge / Understanding The Key To Closing The Customer Experience Gap?

A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year.

I originally wrote today's post for Intradiem. It was published on their blog on October 22, 2014. 

How well do you vet any process improvements or other changes within your organization before you make them?

Today's post is a modified version of a post I originally wrote for Confirmit in March 2013. 

What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t worry! You're not alone.

What are the Six Pillars that Nunwood has dubbed "the DNA of a successful customer experience?"

I was recently sent an advance copy of the 2015 Nunwood US Customer Experience Excellence Report. The report focuses on best practices in the US market, investigating which businesses excel, why, and how UK brands can learn from US customer experience leaders. (Nunwood is based in London.)