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 …
Tag Archives: Customer Experience
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 …
Digital business change focuses on the future and outcomes
You’ve committed to moving your company forward to be more of a digital business. The journey has started. Excitement is …
What is Net Promoter Score?
You have probably taken a survey with the question “How likely are you to recommend this company to a friend …
Mobile Is Eating The Customer Journey! Seventy-three percent of consumers will switch from a poorly designed mobile site to an alternative that makes purchasing easy.
In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app …
Where does being a digital business happen? Can I escape it’s path?
Where does being a digital business happen? It happens everywhere. It has hit each and every industry and business sector. …
Six Laws of Customer Experience (Infographic)
The Temkin Group has a free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read …
What 2 Questions Should I Start With?
Project management is very important. I can get consumed by it all. So many details, so little time. Let’s get …
Data Driven Customer Retention Strategies
A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …
Introducing CX Sparks: Customer Experience Discussion Guides
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
What does Training For a Customer-Centric Organization look like? (Infographic)
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
Temkin Experience Ratings Software Snapshot
Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …
Customer Experience Maturity Model
There are all kind of maturity models. The Temkin Group has developed a great one for the customer experience. It …
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day …
If my company invests in the customer experience, will it work?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
The customer conniption! Identifying and doing something about the ‘final straw’ moment.
We’ve all been there. We’ve all experienced it. It is the conniption fit. It is the final straw. A great …
What is the role of the customer experience team for the new marketing launch?
Our marketing department has a real focus and wants to launch a new campaign. They have done a lot of …
“It’s very difficult to reason with someone if their hair is on fire.” ~Seth Godin
This customer service summary from Seth Godin is right on target. We have all, way to often, experienced the opposite …
The Experience When Business Meets Design
Brian Solis was invited to present at FIC (Festival de Interatividade e Comunicação) in Porto Alegre, Brazil. While he couldn’t …
“There is nothing that a Big-Hearted Leader can do that is more important than turning his or her company or organization into a force for good.” ~Donn Sorensen
The customer experience, at its core, is a matter of the heart that is obsessed with serving the customer. Donn …
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” – Jeff Bezos
What is the urgency of transforming (changing) the digital customer experience. Just think of the many customer experience fails that …
What does an amazing “unboxing experience” look like?
Today’s customers are shopping online much more often than in past years. This change has had a profound impact on …
15 Customer Experience Trends for 2018 (Infographic)
Last month, Temkin Group published its annual list of CX trends and they labelled 2018 “The Year of Humanity.” Here’s an …
What is the state of Customer Experience metrics for 2017?
The State of CX Metrics, 2017 December 2017 Temkin Group does really great work. They surveyed 169 companies to learn …
Three things marketers must do to better serve customers in 2018
Marketing is playing a greater and increasingly significant role in the customer experience. Some companies are struggling with how to …
“Creating a digital culture isn’t about who’s in charge.” ~Julie Woods-Moss
Let’s face it, a lot of posturing about culture is about “who is in charge”. We don’t like to admit …
“Innovation can’t and shouldn’t be tech for the sake of tech, it should always be solving real human problem.” ~Healy Cypher
Innovation continues to be the big thing. CEO’s seem very enamored by it. Recently I saw a CEO create a …
“There is only one boss. The customer.” – Sam Walton
We all know it is true. Our efforts should be focused on the customer and customer experience. Great company C-Suite …
The Customer Experience of AI: Five Principles to Foster Engagement, Innovation and Trust
Artificial Intelligence is not going away and it will have a profound impact on the customer experience. Will they be …
“To consistently differentiate your customer experience, you need to transform your culture.” ~Bruce Temkin
Changing culture is very tough. Some days it almost feels impossible. Is it worth it to build a culture based …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
There is a lot of talk and hype about the “learning organization”. Learning what? Here are some more questions. Please …
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~Donald Porter
We can continuously learn but none of our efforts are perfect. There is lots of data to suggest the power …
Epidemic of Emotionless Experience Design
Bruce Temkin and his team are onto something. There are at least 3 core pillars to the customer experience. Many …
Does the customer experience matter? Does it correlate to loyalty?
Once again, Temkin Group is publishing a new infographic that is very helpful. Some tidbits: The customer experience does relate …
“Engaged employees are in the game for the sake of the game; they believe in the cause of the organization.” –Paul Marciano, Ph.D.
Do you believe employee engagement is important? Does it play a role in the top or bottom lines? Employee engagement …
As a leader, I must provide a compelling vision for the future
You role is one of a leader and you want more of a focus on the customer experience. What should …
Unified data and a unified experience is supported by an Omni-Channel approach
Unified data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across channels …
Why The Best CEO’s Invest in Customer Experience
Customer experience is a hot topic for companies of all sizes and industries. Here is a compilation video for you …
Unifying Online & Offline Customer Data for a Consistent Experience
The challenge of creating meaningful relationships is complicated by an abundance of data from both online and offline sources, as …
