Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Customer experience is how your customers feel about what you did. Customer loyalty is how your customers feel about what you did again and again.
Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.
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Ecrion
JULY 22, 2019
Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?
ShepHyken
JUNE 7, 2021
Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.
ShepHyken
APRIL 28, 2024
My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.
ShepHyken
JULY 4, 2022
It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: How do you measure customer happiness and loyalty? Let me count the ways!
ShepHyken
MARCH 14, 2022
Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire.
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