We all have been talking about customer experience (CX) for a long time now. We have given it so much importance that sometimes while having an outward look, we tend to miss out on what is happening in your own home i.e your organization. But, it’s better than never. It seems that finally, the C-suite have started to talk about, if not accept completely about their employees and the experience they have with your company.
Probably this is the best time to talk about employee experience (EX). We already have a buy-in for Customer Experience and now just needs to establish a correlation between the CX and EX. This can be successful only when the top management is sold on the idea. So, let’s get started and sell the idea of transforming customer experience by achieving employee experience milestones.
http://customerthink.com/employee-experience-the-road-to-customer-experience-cx/
The signs that companies place in and around their stores say a lot about what it’s like to do business with them. Are they friendly and welcoming? Do they set reasonable expectations of the customer experience? Or are they unnecessarily full of rules and regulations?
https://www.forbes.com/sites/dangingiss/2018/07/05/mcdonalds-wendys-and-subway-show-that-signs-impact-customer-experience/#37c25426680b/
When a company sets out to revamp its customer experience, it tends to focus right away on the extreme events, the big, rare customer service catastrophes: mass blow-ups online and so forth. But I actually tend to discourage them, as their customer experience consultant, from going there first. That’s because I subscribe to what could be called “the broken windows theory” of customer service and customer experience improvement.
https://www.forbes.com/sites/micahsolomon/2018/07/05/the-broken-windows-theory-of-customer-service-and-the-customer-experience/#3c68290f4b73/
An innovation has brought another award to the Indianapolis International Airport. The Airports Council International-North America has named the airport's human-powered charging stations as one of the Best Innovative Consumer Experiences or Practices among airports.
http://www.insideindianabusiness.com/story/38566197/airport-innovation-earns-consumer-experience-award/
If you’ve ever taken an Uber, you know that the startup identified practically every consumer pain point involved with hailing a taxi – not being able to find one, standing in a long taxi line, rude drivers, the credit card machine always being broken – and addressed each one with a simple, easy-to-navigate mobile app.
https://www.forbes.com/sites/dangingiss/2018/07/02/how-ubers-user-experience-creates-a-seamless-customer-experience/#3289935dff7a/
One of the biggest differences between the e-commerce customer experience and that of traditional, brick-and-mortar retail is that with e-commerce you don't just walk out of the store with your purchase, you must wait to have it delivered.
https://www.retailcustomerexperience.com/blogs/5-reasons-retailers-should-control-the-post-click-customer-experience/
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words.
http://customerthink.com/the-accidental-customer-experience/
I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience.
https://www.cmswire.com/customer-experience/how-to-deliver-terrible-horrible-no-good-very-bad-customer-experience/
Are you ready to reinvent your customer experience and improve your bottom line in 2018? It’s easier than you think to transform customer experience by paying attention to several critical business challenges: the need for a great, easily accessed self-service experience (especially for low-effort experiences), an end to call center inefficiencies and the need to reduce time wasted on calls and service visits that really aren’t necessary. These shortcomings are expensive, both in terms of actual costs and damaged customer experience.
https://www.forbes.com/forbes/welcome/?toURL=https://www.forbes.com/sites/forbestechcouncil/2018/07/03/how-to-reinvent-your-customer-experience/&refURL=https://news.google.com/&referrer=https://news.google.com/
Let’s face it - customer experience has not always been the number one focus for most B2B companies. The truth is the mindset of companies in the space is changing with new technology and opportunities. Although most B2B companies realize that customer experience is important, less than a quarter of companies actually emphasize it. The companies that put resources into creating a powerful customer experience see higher revenue growth than their competitors, showing the importance of focusing on customer experience.
https://customer-relationship-management.cioreview.com/cxoinsight/4-ways-to-build-a-powerful-b2b-customer-experience-nid-26713-cid-108.html/
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