There’s a reason that business experts say to “work on your business, not just in your business.” (A book on this subject that I’ve enjoyed is The E-Myth Revisited, by Michael Gerber.) Nowhere is this more true than in the design and execution of customer experience, customer service and customer support; here, even a little effort spent re-thinking how you go about your work can make all the difference in how well that work goes, and how well it’s received by customers, as the following examples, from three diverse businesses, should make clear.
https://www.forbes.com/sites/micahsolomon/2018/06/24/how-3-businesses-improved-the-customer-experience-by-working-on-their-businesses-not-just-in-them/#16c2dffc4440/
Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring
https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/
Calif.--(BUSINESS WIRE)--NetBase, a global leader in enterprise social analytics, today announced the availability of a comprehensive, cross-channel Customer Experience Analytics solution that combines Voice of the Customer (VoC) with social analytics. This out-of-the-box solution gives brands actionable business insight from customer feedback regardless of when it occurs. The NetBase VoC solution eliminates costly integration headaches by providing standardized analyses for customer feedback including automated sentiment, passion scoring, top conversation rankings, drivers of low and high ratings, and trending and geo location.
https://www.businesswire.com/news/home/20180627005952/en/NetBase-Launches-Cross-Channel-Customer-Experience-Analytics/
As we continue to understand the entire customer journey and how customers interact with brand we need to understand the importance of brand perception, the intersection with customer experience and marketing and advertising channels. This is not a new concept, but now we have the ability to take a holistic view of this ecosystem: leverage technology, marketing automation and analytics to understand, visualize and determine the overall impact to the business.
https://which-50.com/how-brand-customer-experience-and-technology-all-tie-back-to-digital/
CX expert, Rich Toohey, a regular contributor to this column does something important again by pointing to the value of design when it comes to customer experiences.
https://www.zdnet.com/article/customer-experience-lessons-from-the-real-world/
Customers are reporting lower levels of loyalty than in the past – 59% of high income consumers surveyed in Asia Pacific indicated they were less brand loyal now compared with before. So, if customers are less loyalty-driven, does that mean loyalty programmes are becoming obsolete? Quite the opposite in fact. A well-marketed loyalty programme can drive both customer retention and new customer acquisition for your brand.
http://www.marketing-interactive.com/features/optimising-the-customer-experience-to-encourage-allegiance/
Potbelly has tapped Kansas City-based Service Management Group to help it enhance its customer experience. The restaurant chain, headquartered in Chicago with 400 units across the world, will leverage a host of products — including SMG VisitView, SMG SocialView, and BrandGeek — in combination with the firm's research expertise to uncover actionable, location-level insights, according to a company press release.
https://www.fastcasual.com/news/potbelly-looks-to-enhance-customer-experience/
No matter how hard you try to improve your company’s customer experience, the reality is that your customers won’t remember much of it.
That’s because our brains aren’t wired like a video camera, recording every second of every experience. Rather, what we remember are a series of snapshots.
http://customerthink.com/most-of-your-companys-customer-experience-is-forgettable-heres-why/
As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to make or set in motion the plan to get things done. So, what ingredients help separate successful CX professionals from the pack? At Walker, we’ve identified ten skills or characteristics of successful CX leaders. In this blog, I want to focus on one – business savvy.
https://blog.walkerinfo.com/blog/business-savvy-cx-leader/#.WsZaoc80vHc.linkedin/
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, maybe it’s your sales organization, or maybe it’s corporate quality. Where it originated typically colors what and how customer feedback is measured.
…but, is that the best way?
https://blog.walkerinfo.com/blog/who-is-your-cx-architect/#.WxAfsxZfzBs.linkedin/
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