Beyond Philosophy

FEBRUARY 10, 2015

Body language is an important part of these white coat moments, particularly for your Customer Experience. Little things from eye contact to posture can convey signals to the Customer. Blogs Employee Experience Thought Leadership' Two organizations that understand this are Apple and Disney.

Reference 135

Reference Books Blog Leadership 135

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center.

Technology 71

Technology Contact Center Virtual Agent Call Center 71

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. Always remember that it is never just about the customer and I am sure you will avoid the most common mistakes in customer experience design.

Customer Experience 40

Customer Experience Customer Experience Design Webinar Innovation 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. Always remember that it is never just about the customer and I am sure you will avoid the most common mistakes in customer experience design.

Customer Experience 40

Customer Experience Customer Experience Design Webinar Innovation 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. Always remember that it is never just about the customer and I am sure you will avoid the most common mistakes in customer experience design.

Customer Experience 40

Customer Experience Customer Experience Design Webinar Innovation 40

CX Journey

MAY 10, 2017

We talk a lot about that when we describe customer experience design. Let's use that same mantra ("personalize the experience") to describe some approaches to use when we need to design the employee experience. That sounds familiar.

Leadership 58

Leadership Employee Experience Feedback Definition 58

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia 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. Company executives say: " We''ll collect feedback from employees later.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customer Experience Design 81

CX Journey

DECEMBER 21, 2016

The customer's needs and perspectives do not play a part in this type of thinking. You don't make the employee experience a priority : employee engagement is down, turnover is up, and you still question why you should focus on delivering a great employee experience.

Culture 62

Culture 2014 Employee Experience 2017 62

CX Journey

FEBRUARY 14, 2018

All I ask is that, while you're doing your day job, you think about: your customers, the impact of what you're doing or creating on your customers, how customers would feel about changes you want to make, etc. It's about the employee experience more first! Certainly not last or least is the employee.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

ReviewTrackers

MAY 8, 2017

Forrester’s 2017 CXNYC Forum leverages recent research to help CX pros plan, design, and manage experiences that create real business impact. MarTech is a conference for senior level marketing, IT, and digital executives and experts at the intersection of marketing, technology, and customer experience.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

CX Journey

NOVEMBER 24, 2015

When reps are paired with customers they're easily able to communicate with, there's an increase in positive interactions, which translates to a greater sense of pride because they are able to perform their jobs better. It's a win-win all around.

Customer Service 42

Customer Service Call Center 2015 Customers 42

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. Imagine for a second that you're a human. Unfortunately, more companies need to start thinking this way!

Customer Experience Design 60

Customer Experience Design Culture Leadership Customer Experience 60

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Michelli Experience

MARCH 16, 2016

This means that there are situations where employees are highly engaged and customers are not (think of a workplace where employees feel like they are on a cruise but they forget to invite the customers along for the fun journey). The correct answer for all of these “chicken vs. egg” scenarios is…BOTH!

Engagement 56

Engagement Books Culture Connections 56

Michelli Experience

JULY 27, 2016

During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience.

2004 45

2004 Leadership Reference Books 45

CX Journey

MARCH 16, 2017

They just need to do the work and put in the time. What else would you add to the list above? A budget tells us what we can't afford, but it doesn't keep us from buying it.

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45

Wootric

FEBRUARY 14, 2019

She helps clients achieve smart profit growth through product and price optimization based on deep customer insights and has managed engagements and projects in a wide range of industries like telecommunication, retail, software, transportation, and high-tech. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Michelli Experience

APRIL 27, 2016

For example, I am often asked if a client’s company should first improve their employee experience or their customer experience. YES AND is a powerful response to so many business situations where you might wish to inspire innovation or side-step false choices.

Hotels 45

Hotels Consulting Books Employee Experience 45

CX Journey

JUNE 4, 2015

Image courtesy of Margaret the Novice Does "imitate the competition" describe your approach to customer experience design? Are you more focused on what your competitors are doing than on your own business, customers, and customer experience strategy? Why do I call it "dumbing down?"

Customer Experience 72

Customer Experience NPS Definition Customer Experience Design 72

Storyminers

JULY 11, 2016

This quick about-face is forcing business decision makers to include customer outcomes in their thinking. Whether the business is B2B, B2C, or B2B2C, today’s game is all about finding ways to enhance the customer and employee experiences while delivering the right business metrics at the same time. It’s no easy feat.

2016 60

2016 B2C Technology Events 60

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Touchpoint 60

Touchpoint Customer Journey Customer Experience Design Customers 60

CX Journey

NOVEMBER 17, 2015

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.

Workshop 83

Workshop Customer Journey Mapping Customer Journey Touchpoint 83

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Customer Journey 50

Customer Journey Customer Experience Management Customer Experience Information 50

Qualtrics

JULY 16, 2021

From remote meetings to streaming workouts, virtual experiences mean more people can be included and involved. Here are eight experiences we’ve seen improve since the start of the pandemic. We’ve had to change a lot in the past year, but some of the changes we’ve experienced have been for the better.

Events 26

Events Healthcare Travel Connections 26

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof.

Sales 49

Sales 2016 Technology Brands 49

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant , is proof.

Sales 45

Sales Hospitality Guest Experience 2016 45

CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

Workshop 42

Workshop Document Customer Journey Metrics 42

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

2015 40

2015 Customer Experience Article Customers 40

Storyminers

FEBRUARY 9, 2016

NRF’s Big Show (image courtesy of www.fierceretail.com) During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this […].

Retail 40

Retail Customer Experience Design Employee Experience Customer Engagement 40

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. Zig Ziglar.

Customer Journey Mapping 64

Customer Journey Mapping Employee Experience Webinar Customer Centricity 64

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process.

Customer Journey 32

Customer Journey Customer Experience Management Customer Experience Information 32

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Touchpoint 32

Touchpoint Customer Journey Customer Experience Design Customers 32

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. the world’s leading customer experience consultancy, proudly announced today that the firm was named to Consulting Magazine’s 2017 Seven Small Jewels ranking.

2017 40

2017 Consulting Magazine Customer Experience Design 40

Qualtrics

OCTOBER 10, 2019

In-store experiences can leverage sensory factors like hearing, smell and texture to engage the customer and use face-to-face connections with staff members to cement relationships on a human level. What goes into a great in-store experience? Customer experience design is made up of many things.

Travel 34

Travel Retail Multi-Channel Fashion 34

Stella Connect

JANUARY 4, 2022

OKRs can also help improve product testing, customer training webinars, corporate content, employee coaching and training programs, help center resources, and customer experience design. But if you tell, show, and let employees experience what you’re trying to teach, three-month recall jumps to 65%.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97