Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

Attention Customer Communications Professionals: The CX Ecosystem is Under No Obligation to Make Sense to You

The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe is under no …

Five Attitudes to Great Customer Service

Attitude goes a long way in both work and personal life; it affects the way we perceive events and react to them. As a customer service professional …

30 Customer Experience Books You MUST Read

Written by Sonal Jaiswal | Evangelist, Customer Guru<p>“Outside of a dog, a book is a man’s best friend. Inside of a dog it’s too dark to read.” ~ …

Customer Service

How to Build a Customer Journey Map that Works

If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. …

Maps

How Biased Are Your Customers? | Beyond Philosophy | CX Consultants | Customer Experience

We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the …

Customers

Hypocrisy revealed of major US company | Beyond Philosophy | CX Consultants | Customer Experience

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they …

Hypocrisy

A Customer Experience Is A Story, Not Just A Long, Dull List Of Touchpoints

If it weren’t for those darn, unpredictable customers, customer experience would be such a simple science. But customers refuse to experience their time with your company, their so-called “customer journey,” like a string of equally weighted touchpoints to be dutifully tallied up. Instead, …

Customer Experience

Understand Your Customer & Improve Customer Growth

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved …

Customers

Customer experience is all about speed

The overwhelming expectation of digital is that it will be fast. Impatience is the defining characteristic of online behavior.<p>“We wanted to …

Customer Experience

Less Big Brother, More Big Mother: Three Ways To Use Big Data To Enhance Customer Experience

The combination of Big Data and Customer Experience faces an ongoing challenge. How can you leverage Big Data in a way that’s to less creepy and more nurturing? It’s the difference between being Big Brother and Big Mother. Let’s look at both:<p>Big Brother is a fictional character and symbol in George …

Big Brother

Lynn Hunsaker consults on Customer Experience ROI Trends

Customer experience business results are a strong concern among executives.<p>In a conference attended by customer experience managers, the breakout …

Investing

Customer Experience Management

When the Power Core is the Customer

When the power core is the customer, passion for customers prevails.<p>Leaders are close to the customer and it’s often that leaders’ passion that built …

Customers

Wiring Humanity into the Customer Experience

As the world gets more "wired," I often wonder if customers will begin to crave more of the human connections that technology is inadvertently …

Customer Experience

Customer Experience Improvement Momentum: Whitepaper

Keep momentum high in customer experience improvement by engaging employees company-wide in customer experience management. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com<p>...

Customer Experience

6 Lessons in Customer Experience from One of London's Oldest Department Stores

I was recently watching a show that gave a behind the scenes look at one of London's most iconic and oldest department stores, Liberty. Traditionally known as an emporium of exotic, global, one-of-a-kind wonders, the show gave an insight into the journey the store was undertaking in its …

Customer Experience

Tools to Evaluate Your Customer Experience Stages

How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience …

Customer Experience

Putting customer experience analysis into action

April 14, 2016 | by Lyle Bunn<p>By Lyle Bunn<p>Customer-focused organizations shared insights and best practices at the fifth annual Customer Experience …

Customer Experience

Three CX points that customers share in social media

Social Media

Start Managing Customers as an Asset

<b>Organic customer growth drives long-term profitability.</b> So why isn’t it as important to you as quarterly sales goals? This is where the customer …

Customers

Delivering a Great Customer Experience: Is It Nature or Nurture?

When it comes to strategic relationships, I'm particularly curious about where excellence comes from. Is it nature or nurture?<p>Two recent customer service experiences stand out. On the positive end of the scale: I was speaking at a Ritz-Carlton to about 400 executives. And on this particular day, I …

Customer Service

Why powerful leaders fail... | Beyond Philosophy | CX Consultants | Customer Experience

According to recent social science research, powerful people and leaders can fail as they will not collaborate.<p>NPR had a recent broadcast on this …

Business School

Who is the chief marketing technologist and how can we help them succeed?

Over the past couple of years, there’s been a lot of talk about the rise of the chief marketing technologist, or CMT, a person tasked with aligning …

Customers

7 Consumer Trends and 7 Best Practices to Drive Customer Engagement

Some say, customer loyalty is dead. Programs and marketing are passé and don’t work. Our point of view is that our connected world is changing the …

Marketing

CX Journey™: Moving at the Speed of Innovation

Moving at the Speed of Innovation<p>Image courtesy of Celestine Chua<p><b>Do you think that the speed of innovation is too fast for your customers? or just</b> …

Innovation

Know Your Lost Customers – the Volume, Value and Reasons Why

Call it what you want – the revolving door theory or the leaky bucket approach. You must reconcile “Customers In” with “Customers Out” to know how …

How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing

Today, I’m very excited to announce that I’ve got a book coming out called: How to Wow: 68 Effortless Ways to Make Every Customer Experience …

Customer Experience

How to Build a Seamless Customer Experience

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, …

Customer Experience