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What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone [...]

By |February 27th, 2017|Best Practices / Metrics, Customer Experience|

Passing the Customer Journey Ball

Open communication between our marketing, sales and service teams is crucial for creating the best customer experiences. Our marketing teams weave dreams showing total customer bliss. The advertising gurus design fabulous brochures, website animations, and send direct mailings to interested prospects.  Social media shines! When prospects see these ads and posts, they can’t wait to [...]

Technology and Changes in Customer Behavior

It wasn’t that long ago that there were just two ways a person could buy something; either in a store or through the mail. Today the typical mail order purchase has been replaced with the ability to go online, either through your computer or mobile device. And instead of the merchandise arriving in four to [...]

By |November 5th, 2015|Customer Experience, Innovation|

Exemplary Customer Service: It’s All About the Journey

“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet [...]

By |August 27th, 2015|Customer Experience, Innovation|

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and employee empowerment. This month, I'm going to tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question. According [...]

By |June 18th, 2015|Corporate Culture, Training / Coaching|

Storytelling is a Trojan Horse for Customer Experience Learning

What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience: Centralize, Analyze, Socialize, Strategize, and Operationalize. I have since pulled out details from Analyze and Socialize [...]

By |November 20th, 2014|Customer Experience, Training / Coaching|

Measure Twice, Cut Once (A Mantra for CX Change Management)

How well do you vet any process improvements or other changes within your organization before you make them? I've used this quote below, i.e., Pearson's Law with my addition in bold below, in posts and presentations several times in the past, but it's one worth repeating: "When performance is measured, performance improves. When performance is [...]

Customer Satisfaction Means Never Confusing Your Customer

Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are? There's a marketing maxim that states: A confused customer buys nothing. This isn't a good thing, from a variety of angles — most especially customer satisfaction. Think about that for a minute. And [...]

By |September 25th, 2014|Customer Experience|

Customer Service Journey Map Should Lead to Instant Gratification

 Here is a great customer service strategy: Instant Gratification. This doesn't happen at the end of the transaction. This must happen at every step of the way. During the customer service journey there are multiple touch points, times when the customer either interacts with a company’s employees, website or product. The idea is to make [...]

By |June 5th, 2014|Customer Experience|

The Most Important #CX Training Tool for Your Business

Can you name one of the most powerful and most important customer experience training tools available to your organization? If you can't, I'll answer that question for you. The most powerful training tool, the one that's going to help your employees deliver a great customer experience, is a customer journey map. Are you surprised? Don't [...]

By |April 14th, 2014|Customer Experience, Training / Coaching|