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After just announcing the CXPA Twin Cities Network as the runner-up of 2018's "Most Innovative CX Day Event," I am incredibly excited to announce the brand new Istanbul Network as winner of this year's Most Innovative CX Day Event award! The "Most Innovative CX Day Event" award is granted to CXPA Networks (volunteer local event planners) each year to recognize creative ways our volunteer leaders are choosing to celebrate the Customer Experience discipline every CX Day, and we're especially thrilled that Istanbul takes home the award as it was also the first local CXPA event they had ever planned. CXPA uses a unique point system to grade all 24 CX Day events ...
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It is with great pleasure that I get to announce the runner-up of 2018's "Most Innovative CX Day Event" -- the Twin Cities Networking Team! The "Most Innovative CX Day Event" award is granted to CXPA Networks (volunteer local event planners) each year to recognize creative ways our volunteer leaders are choosing to celebrate the Customer Experience discipline every CX Day. CXPA uses a unique point system to grade all 24 CX Day events planned by our Networking volunteers. Each event was evaluated by how outside-the-box they were on the venue, topic, and activities. The Twin Cities group ended the race as a close 2nd place and their hard work deserves to be recognized! ...
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Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned ...
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James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.” I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience. Many ...
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For years, federal agencies have had a problem with collecting and measuring customer feedback. If you asked why, you usually wouldn’t hear that it had anything to do with tools, technology, or talent. It had to do with a law known as the Paperwork Reduction Act (PRA), which put into place a mandatory, complex, inter-agency collaborative process that oftentimes took months or up to a year to complete before surveys could actually go out. That process and length of time was, and still is, a major deterrent to agencies collecting feedback and measuring customer experience. But fast forward to last Thursday night, and what may turn out to be a significant step ...
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In 2013, the Chinese government sought to diffuse social tension by imposing a ban on TV and radio ads for luxury goods. This was meant to address the country’s widening gap between the rich and poor, although Beijing also claimed to be concerned about the effect these ads had on values and creating a “bad social ethos.”   By that time, the Chinese consumer had already become the world’s top luxury spender, snatching the crown from the Japanese buyer in 2012. This is unlikely to come as much of a surprise given the country’s massive population and its swiftly rising number of affluent consumers. According to a McKinsey’s 2017 report, Chinese shoppers ...
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I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also. However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. I suspect many of you do, too. We discussed the digital transformation and its effect on Customer Experience ...
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"It’s hard for me to understand why someone would have difficulty embracing the CX concept in today’s world because, for all of us, it is ultimately our customers who determine our livelihood.” - Patrick Losinski, CEO, Columbus Metropolitan Library As I travel around and talk to CX professionals, I frequently hear about the travails of making the case for CX to executive leadership. A perfect example is a colleague of mine who reported to five different executives within one year as the organization struggled to understand where and how CX fits in.  For me, who has the great advantage of strong CEO and Trustee support, I am mystified when I hear stories like ...
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I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer’s rule of thumb. We discussed how people set rules for themselves in  our recent podcast . We explored why we use mental shortcuts when making decisions, how these ...
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I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.” It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen. It’s called Conspicuous Consumption, and we all do it all the time. Now, you might be thinking, “I don’t show off with my pen, Colin. That’s just you.” You might be right about that. However, I would counter that while you don’t ...
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When I worked in marketing nobody ever asked me  "What does marketing mean?" . Since I moved into Customer Experience, every time I give my job title, someone asks  "What does CX mean?" . Even though customer experience is recognized as more and more important for the long term survival of brands, many remain confused about CX meaning. Here are six ways you can answer when asked about what CX means.Customer Experience means any one and all of the below. Each area of CX represents a path for CX professionals to impact business health and build successful careers. One of my favorite CX analogies is that it is like the blood in our bodies.   ...
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From Iconoculture: UK: "Facebook" pub serves punters with table-side technology The Thirsty Bear pub in South London is using tablet technology to help punters order food, drink and update their social network status without leaving their table. Table-side iPads and serve-yourself beer taps enable customers to order food and drink for self- or waiter-service. To start an electronic tab, punters simply leave a credit card behind the bar in order to add to their bill. Finger clicking is no longer required to grab waiters' attention. Connected consumers can simply text staff direct via an instant messenger app to alert them that they require table service. ...
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I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a  recent podcast  the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there. For years, telecom, finance, and the transportation sectors have been regulated monopolies. The drop in the oil prices of late has forced governments to free up the markets, create competitive landscapes, and attract foreign ...
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When luxury retail experts gather to discuss the latest industry developments, the conversation typically drifts in the direction of technology. This being the age of multichannel, technology certainly deserves a prominent place in the retail narrative, but too often the focus seems to be on how it impacts corporate infrastructure, organizations and business models. While innovation will always be essential for achieving success, the pursuit of it sometimes comes at the expense of what matters most in retail: customers and front-line teams. Gadget-equipped stores, fancy websites and sleek social media channels will only get you to a certain point. In fact, ...
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Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient. Amazon changed shopping for me. It is so convenient to go order something on the app when you think about it. Now, I enjoy shopping. This system is so much easier. So, I use it—and all the time, apparently. My wife Lorraine complains that every five minutes there is an Amazon ...
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Ten years ago, creating customer loyalty meant assigning a membership number customers fed back to brands at the time of purchase. Customers went through the trouble of keeping track of loyalty numbers, hoping to collect enough points along the way to earn rewards or better deals in the future. Despite changing times and customer expectations, some brands still treat customer loyalty this way. Those brands will soon lose any loyalty they have. So why are so many brands sticking to the points systems of the 90s? Customer Loyalty Can't be a Matter of Points Points are easy to manage in the current siloed org set up of brands. The Loyalty Team sits in Marketing. ...
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Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve? Creating and sustaining a customer-centric culture was the subject of a  recent podcast . We discussed how organizations can move from a company that doesn’t give a hang about putting customers first to a company that puts customers first intrinsically. When ...
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Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric and competitor-centric marketing, toward  putting the individual or most profitable customer at the center of marketing design and delivery . As such,  customer experience tools  are being embraced by marketers: journey mapping, personas, single view of the customer, story-telling, customer life cycle management, and  customer lifetime value . Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, ...
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Emotions, how people   feel , are key to determining how we behave and respond to stimuli. Many, if not most, companies still are asleep at the wheel and aren’t doing anything on this front. Eventually they will wake up and realize that no effort at measuring and understanding virtually any domain of consumer/human behavior – from customer experience, employee engagement, user experience and brand to message, product and package testing – is complete without at least some effort at capturing the emotional dimension. Here’s the challenge: measuring emotions isn’t easy. Our emotions are not immediately accessible to our thinking selves. So when we ask a question ...
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“If all of your friends jumped off a cliff, would you do it, too?” Who hasn't heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience? Would you reconsider your judgmental stance against it? Everybody else is doing it. Moreover, it’s how other people sell your product. We discussed how other people sell your product with peer pressure last week on our  podcast . Of course, we use fancy psychological terms like “social proof” because we like to sound smart. However, social proof, aka peer pressure, is a ...
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