Every company’s ecosystem is unique. Different people, interactions, rituals, and tones must be well understood and respected for customer experience excellence to thrive. The earlier you understand and respect your company’s ecosystem, the faster and better your customer experience results will be.
https://www.business2community.com/customer-experience/customer-experience-ecosystem-01961481/
Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.
https://www.business2community.com/customer-experience/8-customer-experience-metric-silos-mask-momentum-01962051#mqf5YIQHOkuFPmge.97/
When you focus on finding ways to let people support your CX vision, when you ask for help, you create connection and engagement. You tap into new ideas and ways of thinking. You build a way of working; a culture, not a program.
Here a couple of ways we have leveraged the idea of asking for help to improve customer experience at TELUS.
http://customerthink.com/how-to-get-support-for-your-cx-vision-just-ask/
In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains.
CX is a hot topic in business today, which is evident not just from the many articles and blog posts you see but because 61 per cent of marketing leaders now report their companies have a CXO (Chief Experience Officer) or an equivalent role (although most do not report into the CMO).
https://which-50.com/companies-still-misunderstand-customer-experience-really/
The journey to effective CX implementation can be tough. That’s because great customer experience isn’t about just fixing an issue, but about rethinking it and often creating something completely different. That requires a transformation of how the business approaches CX: its processes, technology, employee mindset, and behavior.
In our experience, companies that have trouble with their CX transformation programs commit the following “seven deadly sins.”
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/How-to-Avoid-the-7-Deadly-Sins-of-Customer-Experience-Transformation--121446.aspx/
WordPress is one of the most popular content management systems available with nearly 75 million websites. What’s great about this open source software is that it offers well over 53,000 different plugins that gives users the opportunity to extend the functionality of their websites. These plugins can range anywhere from SEO tools and Landing pages to Social media integration and Caching tools. However, there are also several notable user feedback plugins that are great for kickstarting your customer feedback programme.
https://mopinion.com/top-10-user-feedback-plugins-for-wordpress/
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them.
Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
https://www.mycustomer.com/community/blogs/colin-shaw/cx-best-practices-other-brands-do-that-you-dont/
“Thank you for shopping with us. My name is Jenny. I’m going to write that on the receipt. Please take the survey listed on the receipt and be sure to mention my name and that I did a good job. I did a good job, right? Again, It’s Jenny – J-E-N-N-Y. I’d really appreciate it. I’m trying to get the most surveys this month and they’re keeping track. Be sure to use my name and give us good ratings. Thanks again!”
Whew. What just happened there?
http://customerthink.com/please-stop-feedback-competitions-among-your-staff/
Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference. Some exceptional firms are going all-out and competition dictates others will either catch up or fade away. Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game.
http://customerthink.com/2018-customer-experience-trends/
When you log onto a website, do you ever notice the flashing chatbot in the bottom corner of your screen, a box that greets you with a faint ding and a “Hello!” or “Need Help?” With their abilities to engage customers, answer questions, and advertise products, these support chatbots have become commonplace on an increasing number of websites and are transforming the way online customer service works.
https://customerthink.com/improve-your-customer-experience-start-chatting/
