Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

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 …

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’ …

Customer Experience

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” …

Customer Experience

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

Dairy Creem Forces Customer to Drive Over 20 Miles for Messed Up Order

By: Customer’s Poet<p>When Stormy Bishop visited her local Dairy Creem in Alexander City, AL, she got more than a missed-up order, she got attitude.<p>“….I …

Poetry

Emotion: The Missing Link in Customer Experience

Enjoy this Temkin Group video, part of our celebration for “<b>The Year of Emotion.</b>”<p>Enjoy other Temkin Group videos

Marketing

Employee brand engagement links employees & customers.

employee brand engagement<p>If you are like most business leaders around the world, you probably want to improve your employee engagement — for good …

Brand Engagement

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 …

How to Drive Voice of Customer Insights Company-wide: 3 Steps

Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: …

Customer Experience

5 Lessons From a Former Agency Customer Experience Leader

<i>Stephanie Thum is the former vice president of customer experience at the Export-Import Bank of the United States. She is currently practice</i> …

Customer Experience

Quickly Accept Accountability When Things Go Wrong

Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How …

Leadership

Amazing Business Radio: Lynn Hunsaker

Lynn Hunsaker on How to Retain Customers<br>So You Don’t Have to Attain Them<p>What thinking goes into creating an amazing customer experience?<p>Shep Hyken …

Customer Experience

Customer Experience -- Why Now?

Customer experience is not a new phrase. It has been around for many years. So what makes today any different? Today is different because we have big fish that visibly stand on the platform of customer experience making profits too big to ignore. For example from the beginning Amazon has focused on …

Customer Experience

KPMG Nunwood analyse the importance of personalisation in a customer experience strategy.<p>Is a lack of your best customer experience strategy costing …

Three Ways To Create An Engaging Customer Experience That Drives Sales

Have you ever noticed that when someone tells a customer story, it’s typically about a restaurant, a hotel, a retail store or some other front-line focused business? And the story is usually about a person who went “above and beyond,” but not always. Sometimes it might be about the atmosphere or …

Customer Experience

Why User Experience Matters – for Customers and Employees

Companies know that at scale, small details can make a big difference. Nowhere is this more obvious than in the realm of design.<p>While some in the …

UX Design

Customer service secrets that no textbook will teach you

Pundits might categorize different businesses into different industry. But, I like to keep things clear and simple. If you are running a business, …

Customer (Experience) Management Failed

This week it hit me.<p>Last week I was having this workshop with one of our clients to discuss a new project that they wanted our help with. We’ve been …

How to Drive Customer Experience Strategy: 5 Steps

Is customer experience a passenger or a driver of your company’s corporate strategy bus? If you follow the money, the answer as it should be is …

Customer Experience

Four key CX charts from our Digital Trends 2017 Report

<b>Last year, the Adobe Digital Trends report showed data-driven marketing to be the top priority for marketers, with 90% of survey respondents citing</b> …

Customer Experience

How Customer Engagement Can Benefit Your Business

We hear a lot about engagement these days. It seems like it’s a buzzword that’s everywhere.<p>And there’s a reason for it. Customer engagement can be a …

10 Ways Machine Learning Impacts Customer Experience

Shutterstock<p>In the past human work was preferred over a machine’s work because a human was more accurate than a machine. After all a human could look at all angles and make an informed decision, and a machine could not. But enter machine learning today, and a machine might be more useful than a …

Machine Learning

Customer Service in Graphic Design: How Design Impacts the Customer’s Experience

Competition among brands is intensifying, and the war is increasingly being fought in a new battleground called “customer experience.” By 2018, …

Graphic Design

Strategic Customer Experience Measurement Matters More Than Ever

, Oracle<p>How much did you enjoy your last conversation with your credit card company or your internet provider? Did your issue get resolved and leave you feeling good about the experience? Or did it leave you irritated and stressed?<p>Most companies understand that creating ongoing, positive …

Customer Experience