Survey fraud is a serious problem
Survey fraud is a genuine problem that affects the customer experience (CX) industry and undermines the credibility of research data. In …
Tag Archives: Customer Experience
Customer Experience = Success + Effort + Emotion
What is the definition of customer experience? There are a few floating around out there. Here is a great one …
What are the laws of customer experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Customer Engagement: Beyond Personalization to Hyper-Personalization
Here is some great insight from Annette Franz. Annette is founder and Chief Experience Officer of CX Journey Inc. …
What does your ZMOT look like?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
Is the customer experience meaningful on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
Is employee engagement a top of priority?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Can passion for our customers win the day?
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Do We Need To Shift How We Think About Emotion And Customer Journeys?
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
Are we listening to our customers?
Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As the …
Does love and caring make a difference to our customers?
This is almost invaluable: And leave it up to Seth Godin to say it. People (and customers) know when we care …
New Research Shows Strong ROI of CX
The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …
Customer Experience Leaders outperform the broader market. Are you a leader or laggard?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
Staff who are closest to the customer usually have a handle on what data and insight would be most useful to the journey mapping process. Be sure to engage them regularly.
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Our focus needs to be on doing something that improves the customer experience.
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
The true cost of customer response
We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …
Our customers are demanding a better and seamless customer experience.
How important is it to provide our customers a seamless experience? Is the experience they have today better that it …
How much of customer experience management is art or science? Is it about voodoo?
Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …
Do Voice of the Customer (VoC) programs provide valuable feedback?
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
The One Chart Every CEO Should Study | The ROI of Customer Experience
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
How Digital And CX Teams Collaborate To Deliver On Brand Promise
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
Alert: The digital experience is about people
Is customer experience an art or science? It is part art and part science and a whole lot of social …
An opportunity to listen, learn, engage and improve the customer experience.
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
Was the experience fun?
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
Where does strategy start for the customer?
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
The good, the bad and the ugly of customer service
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Temkin Group eBook: Humanizing Customer Experience
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Why is our culture, processes and customer experience competencies important?
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
Three questions to think about when it comes to changing how we work with customers.
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Why is customer experience important?
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
How do we get started on the customer experience change journey?
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
Why does optimizing the customer experience need to be a holistic and integrated must?
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Who is in charge of the customer experience?
Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
What are the six laws of Customer Experience? | Temkin Group Video
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
Customer journey mapping: Knowing and involving the customer
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
Is digital customer engagement about voodoo? Is it art? Is it science?
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
What are customer journey maps and what can you do with them? What about design and emotion?
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience?
What is the main point of building the digital business and the customer experience? It is not to spend a …
Customer experience and customer journey mapping – An overview
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
What about emotional connections and the customer experience?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
What are the customer experience gaps? How can we close them to connect customer and business value?
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
Propelling experience design in your digital business
There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …
Digital business change — Silos, responsibility and skills
When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …
What is the gap in what the customer expects and what we deliver?
What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …
What is the ROI of Customer Experience improvement and initiatives?
The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …
There comes a moment where a potential customer makes a decision to engage
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
The digital business journey and the hyper-connected consumers need for holistic optimization
We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …
Digital business change and the customer experience
You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …
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