customer journey

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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Using Journey Maps to Tell the Customer’s Story

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.

Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.

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Putting the Customer into Customer Experience

Let's put the "customer" into customer experience.

What does that mean?

If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result.

What is customer understanding? And how can you achieve it?

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Why Do I Need Data in My Journey Maps?

Are you adding data to your journey maps?

Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map!In it, I advocated for mappers to add data to their journey maps. I wrote that... 
 

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#CX Buzzwords or the Real Deal?

The customer experience profession has a lot of buzzwords.

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Optimize Your Customer Journey

Did you know that data is a critical component of your journey maps?

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Journey Mapping Your Way to Better Customer Communications

I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018.
 
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CX Journey™ Musings: Golden Rule or Platinum Rule?

Here's another age-old debate... gold or platinum?
 
Personally, I prefer platinum.
 
Oh wait. What are we talking about? LOL.
 
Rules. I'm talking about rules.
 
I still prefer platinum! 
 
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Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?
 
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.
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CX Journey™ Musings: Culture is More Than Hiring the Right People

Don't believe everything you read or hear on the Internet.

Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.

It's a fact.

Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!

Case in point.

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