As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:
Expectations: What a person anticipates will happen during an experience.
Experiences: What actually happens to a person during an interaction.
Perceptions: How a person views an experience based on their expectations.
Attitudes: How someone feels about the organization.
Behaviors: How a person choses to interact with an organization.
https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement.
In the spirit of sharing best practices, we at Heart of the Customer put together our Top 10 Reasons that Journey Mapping Projects Fail, a la David Letterman.
Without further ado, let’s proceed!
http://customerthink.com/the-top-10-reasons-customer-journey-mapping-fails/
Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
Read the article for more information.
https://mopinion.com/heatmapping-tools-you-might-want-to-try/
Consider the Porsche. Sleek and beautiful, you know it’s a great car the minute you see one. Yet the real beauty lies in what’s under the hood. That’s where the power comes from. That’s what makes it a performance vehicle.
For companies, customers engage because you bring them something wonderful, something they want. When you do, they expect a certain level of service behind it, an excellent end-to-end experience.
https://www.ciol.com/turning-customer-experience-enjoyable-journey/
Customer experience is a key driver of business success. From social media analytics to specialized software, there are hundreds of tools devoted to measuring it. But which of these tools are actually important to understanding customer experience? And how does customer experience ultimately affect your bottom line?
https://www.businessnewsdaily.com/10643-understand-customer-experience.html/
You’re overhauling your systems and looking for solutions to streamline how your business runs. Your goal is to make the jobs of your employees easier and find a way to wow your customers and improve their overall experience. You know you need a better quoting and proposal system, but you’re wondering, What is CPQ, and Is it right for me?
Think about the last time you went to the grocery store or out to eat at a restaurant. Did you quickly check your receipt before cashing out? Most likely — consumers want to feel confident they’re paying the correct amount when purchasing goods or services. You wouldn’t want to be overcharged, and you certainly wouldn’t want to leave the building without what you ordered. The same goes for your prospects and current customers. They want the process of purchasing from you to be streamlined, and most importantly, correct. It’s important they trust your sales team’s estimates, and they understand that if a mistake does occur, it can be fixed quickly and in real time.
https://smartercx.com/what-is-cpq-and-will-it-improve-cx/
The West seems to have a rather fascinating obsession with the individual. We write our addresses starting with a person and expand out until we get to a world view, which makes little sense when you consider that anyone functionally using that address must read to the end to even know where to start. This is a pattern we see in many things — from the way we tell stories to the way we design infrastructure and services. So naturally, it's through this lens that brands often solve customer experience challenges.
http://forbes.com/sites/forbesagencycouncil/2019/12/06/what-western-brands-can-learn-from-china-about-customer-experience/#1ac6fe5d3044/
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