Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
Remember that time you had a truly amazing customer service experience that you just felt the need to tell the world? Trust me, that wasn’t by accident. In a report by American Express, 86% of customers were happy to pay higher prices when guaranteed exceptional customer service, whereas in a report by RightNow, 82% of customers were willing to leave a brand due to bad service.
https://www.forbesmiddleeast.com/en/how-to-go-above-and-beyond-with-customer-experience/
A big part of charging more, earning more and attracting more customers comes down to trust. Can your customers trust you to reliably provide what they want? If they can, they will buy from you. If they can't, they won’t.
https://www.entrepreneur.com/article/272368/
In recent years, inbound marketing has seen a boom in popularity. Businesses of every shape, size, and industry have started adopting the inbound methodology to attract visitors and turn contacts into clients. Unfortunately, the final step of the inbound methodology—delighting customers—has been talked about quite a bit less than other topics, such as writing a killer e-book or organic keyword rankings. But that’s all about to change.
As more and more brands turn to inbound marketing, the competition will grow only fiercer, making it even more important to focus on a positive customer experience (CX). After all, if a customer has a negative experience with your brand, what’s stopping them from turning to a competitor that can offer them the same services and content? By focusing on customer success and support, organizations will be able to increase the lifetime value of their current customers, decrease the cost of acquisition for future customers, and turn passive customers into enthusiastic promoters.
https://www.business2community.com/marketing/inbound-customer-experiences-future-marketing-02035120/
I’ve always been intrigued when I hear customer success professionals refer to customer experience as customer success.
A lot of that has to do with the fact that customer success professionals believe customer experience is a subset of customer success. Customer Experience professionals, on the other hand, believe customer success is a subset of customer experience.
The Customer Experience vs. Customer Success debate has been an interesting one.
http://customerthink.com/is-2018-the-year-customer-experience-and-customer-success-converge/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our desire to buy or not to buy, what we choose from a company’s offerings, what we remember and share about the experience, and, perhaps most importantly, whether we will be loyal to a brand.
https://www.mycustomer.com/experience/engagement/the-20-emotions-that-drive-or-destroy-value-in-customer-experience/
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/
It's no surprise that greater employee engagement leads to better customer experience (CX). It makes intuitive sense and data proves the point. The Temkin Group, for example, has reported that companies with stronger financial performances and better CX have employees who are considerably more engaged than their peers. Not as well-known, though, is that superior CX requires more than general employee engagement.
https://www.forbes.com/sites/deniselyohn/2018/04/18/the-secret-to-superior-customer-experience/#417403c91f2c/
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/
