The business of customer experience
Think about the last great customer experience you had.
Now, try to pull out all of the little details about that experience that made it great.
Customer experience is a fuzzy concept. As consumers, we can quickly name multiple different companies with great customer experiences, but struggle defining exactly what components make each experience exceptional.
https://uxplanet.org/how-to-run-a-customer-experience-design-workshop-in-your-organization-f70af760ac89/
Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.
http://customerthink.com/marketings-role-in-employee-customer-experience-journeys/
Customer experience (CX) is more important today than ever. Providing an exceptional customer experience consistently, though, is hard. Measuring customer experience and tying it to tangible business outcomes is harder still.
The first step in your journey to improve CX is to measure customer experience. While you will be familiar with widely known customer experience metrics such as Net Promoter Score (NPS)® or Customer Satisfaction (CSAT), how and when you calculate these metrics, as well as how they influence your actions, can have an big impact.
http://customerthink.com/measuring-customer-experience-beyond-nps/
A basic definition of customer experience analytics is: The discovery, collection and analysis of customer data to help you make informed, intelligent decisions through actionable insights. QYReports has announced the addition of new informative data titled Customer Experience Analytics market to its extensive repository. The aim of this report is to enable the readers to focus on some significant aspects of the businesses such as, recent developments, technological platforms, various standard operating procedures, and tools.
http://marketreportgazette.com/2019/12/new-research-in-customer-experience-analytics-market-2019-2026-by-major-key-vendors-adobe-systems-incorporated-oracle-corporation/
We all know that the customer is king (or queen) and it seems you agree, as any article that mentions UC and the customer experience (CX) is a popular one at UC Today.
https://www.uctoday.com/news/whats-new/our-most-popular-cx-posts/
Survey emails are one of the best ways to get customer information straight from the source. But times are changing, and getting your customer’s attention over email is difficult. 20 years ago, when the world was just discovering the email, there wasn’t a whole lot more to do than simply sending your email. These days, we get bombarded with so many messages it’s hard to keep up with everything or know what’s worth looking at in the first place. Quite simply, your customers are overwhelmed.
There are about 2.2 billion email users in the world and around 100 billion emails sent a day. The reality is that anyone you’re hoping to talk to has a ton of others also vying for their attention. There’s so much noise online it can be extremely difficult to get anyone’s attention. Even that of a current customer.
In this article, we cover 5 ways to improve your survey emails. With these tips you’ll be able to cut through the noise, gain more insight, connect deeper with your customers, and start down the path towards more loyal customers.
Read article.
http://www.customerexperienceupdate.com/?open-article-id=10496391&article-title=survey-emails--how-to-grab-your-customer-s-attention&blog-domain=getfeedback.com&blog-title=getfeedback/
I like to view customer experience as a combination of themes and capabilities that ensure the right product is designed for a problem, and the right set of integrated services are designed to support customers during various phases of solution ownership.
There are 14 common journeys I consider to be the starting point. Each of them have a predetermined map incorporating the objectives that a customer must reach each step of the way. This starting point ensures that no journey, or experiencer is overlooked.
http://customerthink.com/the-14-universal-journeys-of-customer-experience/
What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers.
https://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experience/
When trying to improve a customer experience, most people automatically look at the conscious, rational side of things. Do customers have to wait too long in line? Is the price too high? The selection too small? Are problems and complaints being addressed in a reasonable amount of time?
These things are important, but they’re just one piece of the customer experience puzzle. All customer experiences also have a subconscious aspect that dramatically affects the way a customer feels about a company.
The Hidden Customer Experience
In more than 20 years in the customer experience field, I have learned that customer experience is based far more on emotions than on rational thought. Negative emotions like frustration and anger can destroy a customer experience, whereas positive emotions like gratitude can improve it. And while these emotions can be driven by conscious, rational factors, they are more often a result of subconscious influences.
Read the full article.
http://www.customerexperienceupdate.com/?open-article-id=10484880&article-title=the-customer-experience-you-didn-t-know-about&blog-domain=intouchinsight.com&blog-title=intouchinsight/
After Voice of the Customer (VoC), nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM).
By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future.
http://customerexperienceupdate.com/?open-article-id=12591134&article-title=the-differences-between-b2b-and-b2c-customer-journey-mapping&blog-domain=getfeedback.com&blog-title=getfeedback/
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