Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

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

<b>Episode Overview</b>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

The Free Movement of Customers

One of the biggest challenges for organizations is creating a consistent experience across complex customer journeys: online, in-store, by phone, …

Does Memory Impact How Your Customers View Their Experience?

<b>Customer experience author, blogger and speaker Colin Shaw discusses how the differences between the actual experience a customer has and the way</b> …

Customer Experience

Choice overload and customer experience

Choice overload is all tied to the “paradox of choice,” which helped Barry Schwartz become famous. The basic idea: freedom of choice is a central …

Customer Experience

Have You Implemented Customer Listening Accountability?

Implementing customer listening accountability is prescribed often, but very few do it well.<p>Every piece of incoming feedback has to have an operating …

Customer Experience

Digital storytelling: The unabashed power in CX

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, …

Storytelling

Design Thinking and the Circular Economy

In the Fast Company post, Ideo Says The Future Of Design Is Circular, Adele Peter shares that Designers are now considering the entire system and …

Design Thinking

When Designing A Customer Experience, Remember The Human Experience

How customers perceive and experience your business – how it feels to them and what it <i>means</i> to them–is never as simple as those of us who design customer experiences would like it to be. For one thing, a customer experience is made up of a dazzlingly vast number of impressions, some of which are …

Customer Experience

A micro-case study in CX: CoSchedule

I blog (and podcast) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, …

Customer Experience

2017 CX Survey (State of CX Management)

Temkin Group is an independent research and consulting firm that is doing research on customer experience (CX) management activities.<p>This study is …

Customer Experience Starts With Bold Leadership

Although everyone in a company plays a role in the customer experience, the most important person is the person at the top of the organization who sets the stage for everyone else: the CEO. However, many CEOs shy away from investing in customer experience and instead focus solely on earnings, which …

Customer Experience

There's A Scientific Reason Why Experiences Are Better Than Things

It’s not about the money, money, money<p>Rumours are swirling that the next iPhone could cost as much as US$1000. Despite the exorbitant price, Apple …

Psychology

How Restaurants Should Handle Complaining Customers

Great food and a great location are vital for a successful restaurant. But just as important is good customer service. Consider, would you return to …

Body Language

How to recruit staff that support a customer-centric culture

What has potentially the greatest influence on your business success? You may say that depends on your industry; your instinctive response may be to …

Customer Experience Leads to Recommendations (Charts For 20 Industries)

If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer …

Customer Experience

How to identify the best organisational structure for your customers

<i>This is an updated extract from Adrian Swinscoe’s 2016 book,</i> <i>How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing</i><i>.</i><p>Over the years …

7 Foundations Of A Great CX Program

Similar Articles Added Earlier<p>People (and by people, I mean liberals) like to say that the United States is a cruel and intolerant nation, but what …

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group - CB39

<b>Episode Overview</b><p>Media is a business vertical that is beginning to engage CX leaders. <i>The New York Times</i> has a leader of Customer Experience (who we …

Customer Experience

The Only Customer Service Experience Trend You Need To Be Worried About

Consciously or unconsciously, customers continue to expect better and better customer service–in every industry, every niche, at every price point. These expectations don’t come out of the blue. Customers expect <i>you</i> to provide better customer service because they’re <i>already getting</i> better customer …

Customer Service

Customers buy experiences now, not products and services

It has been said many, many times that the key to growth in these technology-heavy times is boosting customer satisfaction, which in turn requires …

FinTech

How To Fix Bad Customer Service: Seven Immediate Steps To Take

Look, nobody likes to think that their own company is giving lousy customer service. And, maybe, your customer service <i>isn’t</i> actually all that bad; in my own experience, most of the companies that read my articles or call on me (as a customer service consultant and speaker) are already giving</i> …

Customer Service

New tech adoption: why ‘quick on the draw’ brands often fail on customer experience

2016 saw a lot of brands rushing to use new technologies (think everything from VR/AR to chatbots), but in many cases this ‘quick on the draw’ …

Marketing

The Role of Reputation in the Customer Journey

Imagine a prospect is making the tough decision between using your company or your competitor. At the last minute they discover something a bit “off” …

What’s new--and what’s next--in consumer behavior around the world?

Recent survey results offer a snapshot of how global consumers are feeling. Tracking these data can help companies to understand the shifting …

Alex Rodriguez

Experience Design Principles & Human Senses

With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses …

Customer Experience

What is Customer Experience Strategy?

Is “customer experience strategy” like the <i>Wheel of Fortune</i> spinner? The diversity of what it is in practice among companies today kind of feels that …

Customer Experience

More on the positive ties between good CX and revenue

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work …

Customer Experience