tjeerdtraats: customer-relationship*

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  1. 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.
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  2. I don’t want to be a buzz kill, or the bearer of bad news, but if you’re just setting out on a customer experience career journey, understand that it is not for the complacent, nor the satisfied. This is the career for those who must motivate themselves and others to constantly and consistently top what has been done previously.
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  3. We now live in an outcome-based economy. Customers want solutions, and if you don’t provide a solution and provide it well and fast enough with flexibility in price and offering, they can easily opt for one of your many competitors. To this flexible mindset add tons of data and an endless array of influences, and you’ve got a customer journey that is much more volatile than in years past.
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  4. 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!
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  5. The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
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  6. Criteria for promotions, raises, hiring, bonuses, budget expansion and recognition reveal your true motives about customer experience. These criteria drive behavior even more than goals and values. These “business rituals” criteria are the truth about your culture. They’re the engine behind your growth.
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  7. People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It's also been well over a year since "mobilegeddon," when Google updated its algorithms to penalize websites without mobile counterparts.

    With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers -- any time, anywhere.
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