Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

The Most Common Reasons Customer Experience Programs Fail

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mount, and paralysis sets in. Big, strategic goals evolve into score improvements and incrementalism …

Customer Experience

2016 lessons from my customer experience podcast

I launched a podcast, <i>The Chief Customer Officer Human Duct Tape Show</i>, in 2016. We’ll be back with new episodes in early 2017. So far, we’ve published …

Customers are the Assets of Your Business

Watch a brief (52 sec.) video clip from Jeanne about how to orient your business around customers as assets.<p>There is a simple and clear …

Small Business

How your data strategy can support customer journey mapping

Customer journey mapping is a valuable marketing exercise, providing the basis for all good customer experience design and what needs to be in place …

How Employees Hold the Secret to Better Customer Experience

There’s no doubt that improved customer experience has become a sort of holy grail for many companies. The benefits are almost miraculous. One study …

The impact of machine learning on the customer experience

A true genius, Alan Turing was played brilliantly by Benedict Cumberbatch in<i>The Imitation Game —</i> the movie about his life and role in ending WWII — which introduced him to a whole new generation of admirers. <i></i>It wasTuring who predicted machine learning would play a big role in modern computing in his …

Software Engineering

Grow Your Company by Hiring for Life

When talking about the concept of customer experience, the name Chick-fil-A never fails to surface. Recently, an article about the tactics used by …

Black Market

Higher Minimum Wages Will Not Guarantee Better Customer Service

There has been much controversy about raising the minimum wage. There are pros and cons that could be argued on either side. President-Elect Donald Trump is bringing a new fiscal attitude to Washington, D.C. You may or may not agree with him, but expect a change. His choice for labor secretary is …

Employment Law

Ways to Measure Customer Experience for Your Mobile App

Customer experience is one of the critical factors. There are many techniques adopted by the app developers for measuring customer experience of the …

Apps

Is your CX language up to par? If not, it may be hurting the customer experience

Dec. 19, 2016 | by Judy Mottl<p>There are many aspects to customer experience and a big one not often mentioned is language. As one consultancy's report …

Customer Experience

2017 Customer Experience Resolutions

<b>Customer Service — resolve to prevent recurrence of issues.</b><p>Set up a system that identifies emerging issue patterns and chronic issues.<br>• Stream a …

Customer Experience

Digital experience and white glove customer service at Brooks Brothers

The CIO of an iconic American brand explains how this 200-year old retailer is rethinking customer relationships across brick-and-mortar stores, …

Customer Experience

Editorial Roundtable: Maintaining A Lasting Customer Experience In New Retail Reality

eBay, Away, Parachute, quip, peach, and Salesfloor on how to attend to the pain points that come from a customer-first identity

Customer Experience

Blending Customer Success and Customer Experience, With Dayton Semerjian – CB31

<b>Episode Overview</b><p>Dayton Semerjian was a Chief Marketing Officer four times. Because his ultimate goal was moving towards a CEO role, he shifted a bit …

Customer Experience

Understanding The Customer Beats Lowering Prices

In their new book, <i>The Intuitive Customer</i><i>,</i> authors Colin Shaw and Ryan Hamilton contend that companies experiencing plateaus in their Net Promoter …

Customer Experience

Why Counting Every Dollar Is Ruining Your Customer Experience

You wouldn’t want to go to lunch with a friend who is cheap, just like customers don’t enjoy being around companies that are stingy. On a recent United Airlines flight from Australia, I was excited to try the highly touted new coffee brand, Illy. The news about the switch from United’s old blend to …

Customer Experience

Nine Ways To Improve Communication In Customer Service And Customer Support

The heart of great customer service is great communication. Here are nine ways to improve the way you communicate with customers when you’re providing customer service and customer support.<p><b>1. Hire empathetic employees.</b> Empathy is one of the five personality traits that I find make for a great …

Customer Experience

How Middle Managers Can Boost Employee Engagement And Customer Experience

It’s pretty well understood that having a high level of employee engagement fuels better levels of service, a more engaging customer experience and better business results. Gallup research supports this and shows that firms with a highly engaged workforce experience tend to have:<p>37% less …

Employee Engagement

Why You Should Consider Using Customer Champions

$41 billion per year. That is how much U.S. companies are losing due to poor customer service.<p>According to the 2015 Global State of Multichannel …

Customer Experience

Kano Analysis

Fall in love with your client

Home » Career & Business » Fall in love with your client<p>Many can claim they have the secret formula to business success, but one truth always remains …

Love

2017 Customer Experience Resolutions

<b>Customer Service — resolve to prevent recurrence of issues.</b><p>Set up a system that identifies emerging issue patterns and chronic issues.<br>• Stream a …

Customer Experience

Gartner Video: Understanding the Convergence of CCM and CXM (Part 2)

In this video, Mick MacComascaigh, Research VP at Gartner and Scott Draeger, VP of Product at GMC Software, discuss the evolution of customer …

Customer Experience

Call Center Employees: The Superheroes of Customer Experience

Call center employees are the secret superheroes of every brand.<p>These agents wield incredible power when it comes to customer experience, with the …

Customer Experience

The One Thing We Must Do to Create a Customer Focused Culture

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most …

Customer Service

45 Ways to Create Better Customer Experiences With Emotion

Recent research by the Temkin Group showed that how a customer feels about an interaction with a company is the most powerful indicator – <i>and driver</i> – …

Customer Experience

Customer Experience Wish List For 2017

Out with the old, in with the new. With the spirit of encouraging positive change, we crowd-sourced this list of 10 customer-experience annoyances …

Customer Experience

Managing B2B activities

Focus on managing opportunities.<p>What are the things that the sales team should do in your business to deliver success?<p>In my experience of B2B sales, …

Management