Blogs

A CX Rollercoaster Ride

Be the first person to recommend this.
As I was wrapping up my workday on Friday afternoon, I got a call from my cable company which also provides my internet service. “Mr. Selinger, we’re calling all of our customers with 50 megabyte internet speed and offering our 100 megabyte package.” Me, skeptically: “Are you saying it’s a free upgrade, or would there be a charge?” Rep: “Well, there is a $10 per month charge.” Me: “Well, then I’m not interested because I actually downgraded the speed about a year ago to save the $10.” At this point I figured the call was over, but the agent did her job and quickly switched to her “bundle”...
0 comments
1 person recommends this.
CXPA is excited to announce that Matt Dixon, co-author of "The Effortless Experience," will keynote at the annual Insight Exchange on May 16 & 17 in Phoenix, AZ. Matt speaks to the critical need to provide customers with an effortless experience whether it be a quick in-and-out transaction or easy way to get a refund for an accidental overcharge? So often we want to dazzle and "wow" customers to inspire their undying loyalty. We sat down with Matt to get a glimpse into this exciting keynote speech. CXPA: Matt, tell us more about your philosophy around Effortless Experience? Matt Dixon: Effortless Experience is the argument that most companies...
0 comments
Be the first person to recommend this.
By: Jim Tincher, Heart of the Customer Half of all journey maps fail to drive change . That’s what we heard from CXPA members and others in the first annual CXPA/Heart of the Customer Journey Mapping Best Practices survey. For those practitioners who were able to rate the success of their journey mapping initiative, only half rated it successful. Reasons varied, but were typically around lack of company engagement, or of not using rigorous best practices in collecting customer feedback. Participants shared three steps you can use to put you on the road to journey mapping success: •Involve a broad, cross-functional team; •Involve customers;...
0 comments
1 person recommends this.
According to Forrester Research, 30% of CEOs indicated that they are going to fire their CMOs this year. The primary reason? Too many CMOs haven’t adjusted to the concept of the customer journey that fluidly moves across touch points. According to Forrester’s Shar VanBoskirk , “Businesses are in a ‘post-digital era’ in which customers don’t think of digital experiences as separate from physical ones. Amid political and institutional uncertainty, customers value trustworthiness and positivity from the entities with which they interact.” Marketing hasn’t kept up with your customers. Rather than seeing digital...
0 comments
Be the first person to recommend this.
Only 15% of voice-of-the-customer (VoC) programs are considered "very successful"* by their managers, according to the Temkin Group's State of Voice of the Customer Programs 2016 report. What's broken? Just 34% say their VoC program is "good" or "very good" at making changes to the business based on VoC insights. So why is it that two-thirds of VoC programs aren't making a difference? Here's my analysis: You get what you measure. Emphasis on a survey index score focuses execs' attention on what the customer is doing for the company rather than what the company is doing for the customer. Survey index scores are treated by most companies like SPC...
0 comments
Be the first person to recommend this.
A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked me whether journey mapping can be used to map out employee journeys. That’s when I realized my mistake. I’m so passionate about mapping the customer journeys that I completely forgot to talk about how journey mapping is also a great tool to use for employee journeys. Employee journeys are critically important to your customer experience...
0 comments
Be the first person to recommend this.
Dawn Mergenthaler has been leading CRM marketing teams for healthcare, retail, and Software-as-a-Service companies for over a decade. She works closely with customer experience (CX) professionals to understand the insights gained that can be leveraged for CRM. She’s well-known for partnering cross-functionally to improve the customer’s communication experience across an organization, ultimately working to improve customer experiences and increase sales for an organization. We caught up with Dawn to provide her insights into how CRM and CX best fit together in an organization. CRM can mean different things to different organizations. To start...
0 comments
Be the first person to recommend this.
Something different. I was recently interviewed by Netscout as part of their Expert Interview Series for CIO Brief. A copy is below. Enjoy! Jim Tincher is the Mapper-In-Chief of HEART OF THE CUSTOMER , where he helps brands understand how hard it is to be their customer. We recently asked for his insight on how businesses can better know their customers and improve their customer experience. Here’s what he shared: Can you tell us about the mission behind Heart of the Customer? What are your goals? Our mission is to help change agents transform their organization to fully internalize the voice of their customer and to drive action against...
0 comments
Be the first person to recommend this.
Journey maps are extremely valuable tools. They provide key insights into the thoughts and feelings of customers during their interactions with your company, and they point the way toward cost-effective solutions to problem areas. But like any tool, they won’t do you much good if you take them home and stash them in a drawer. To turn what’s on the page into a dynamic and fruitful change in company philosophy, you need to have the whole company on board. And the key to doing that is to ensure that everyone is invested in the process. The maps are starting points, not destinations. Heart of the Customer works with companies to get all their...
0 comments
Be the first person to recommend this.
Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. Effective journey maps engage your entire company to align on your customers’ moments of truth, showcasing how to create more loyal customers. Unfortunately, these initiatives fail far too often. But don’t take my word for it. Listen to the voice of the industry, from our first annual Journey Mapping Best Practices Survey . We surveyed over one hundred journey mapping practitioners and vendors to discover the state of the art in journey mapping....
0 comments
1 person recommends this.
It’s the New Year and with it there are many prognostications and predictions in the air. Likewise, there are many resolutions and promises that have been made. Whether it’s losing that extra 10 pounds (or more in my case) or finally getting after that [insert big life changing project here] after all those years, we get after it with a renewed sense of urgency. As a testament to our new commitment we tell our friends and family about our new covenant. We buy a new weight scale, a new sports watch, or that new tool you really needed to do [insert big-life-changing-project here]. Those symbols further embolden us to travel down that trail of...
1 comment
1 person recommends this.
Frequent readers of this blog know that I’m into all things journey mapping, regularly reviewing articles on the subject. So I was particularly interested in How to: Create a digital customer journey map by Henning Ogberg, the senior VP EMEA of Sugar CRM. As it’s published by B2B Marketing, it’s obviously targeted towards B2B (business-to-business) audiences. In general, it’s a great article. I especially like four of his five tips: Accept that it won’t be simple. We find this is true of journey mapping in general – not just B2B. In our recent analysis , half of all journey maps weren’t successful. While...
0 comments
Be the first person to recommend this.
When you get the question, “what do you do,” and it is in reference to your profession how do you answer? Earlier this month CXPA member, Megan Burns, previously with Forrester led a member discussion around the evolution of the Customer Experience profession. Some of the themes that cropped up during the call included what was essential in a recognized profession. Megan shared the importance of: Developing a body of knowledge and skills Creating a qualification process Establishing a code of conduct Our members discussed how far the customer experience profession has come and compared the development of this discipline to...
0 comments
2 people recommend this.
In 2015, we visited the Disney Institute to learn how the perennial favorite directs the efforts of its massive workforce into such a consistently delightful experience. In a bright, lively conference room decorated with Disney characters, the team watched a brief video sharing a story about a young visitor and her doll named Belle, which summed up the company’s approach better than any presentation ever could: A little girl and her mother were walking through a Disney theme park and came across a construction area that had been fenced off. To her mother’s dismay, the little girl flung her favorite Disney doll, Belle, over the fence into a muddy...
2 comments
1 person recommends this.
By: Gerry Brown, CCXP I was recently very honoured to get a new and titled follower, along with a retweet, on Twitter. In fact this follower has two titles, which, considering he’s a dog and is associated with a bank is even more impressive. Of course recent history has shown us that titled bankers, or former titled bankers, aren’t necessarily guarantees of success or wellbeing – unless it’s their own. I speak of course about Sir Duffield, Chief Canine Officer at Metro Bank, who along the rest of those wild and crazy guys and girls at Metro, the UK’s first new high street bank in over 100 years, are part of a game changing...
2 comments
5 people recommend this.
A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to get people engaged with the idea of CX—not just hand them another article, or give yet another PowerPoint presentation. I wanted to get people really engaged in the idea. So after reading about a health insurer’s customer room, we built a room of our own and took it to Prudential’s primary employee locations as part of a CX roadshow. And...
0 comments
Be the first person to recommend this.
What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and trends or predictions may be meaningful in your unique situation or not. Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth. Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward: Customer Service —...
0 comments
Be the first person to recommend this.
Two of your competitors are merging. You have two choices – wait and see what happens or aggressively try to grab as much market share as you can. What would you do? Psychology studies tell us that people are twice as risk adverse as growth oriented. However, the psychology tests are run using a scenario that has a 50% chance of a good outcome and a 50% chance of a bad one. With competitors merging, I would suggest the odds are at least a little more than 50/50 in your favor. Almost regardless of the industry, there are a few attributes of mergers that will work to your advantage: The employees of the two merging companies will be...
0 comments
Be the first person to recommend this.
Ask anyone how they’re doing and you will likely get the same response: “Busy!” We all have lots to tend to. Whether keeping up with the neighbors or inventing the next big social media meme, life is exhausting. Add to that a job, a family, and some hobbies, and it’s no wonder we are all struggling to find room to breathe. Being a working mom, I have had to learn how to become a master planner, skilled delegator, and a juggler – both literally and figuratively. On top of this, there is so much “clutter” competing for my time and attention that Microsoft had to make a separate Outlook folder to address it. In my...
0 comments
2 people recommend this.
Simon Sinek said, “ A community is a group of people who agree to grow together .” I think that describes the CX profession, and especially the CXPA, quite well. There’s a lot of value in connecting with other CX professionals, whether those connections are made through the CXPA or not. As you know, this CX profession is relatively new, having been formalized and validated five years ago by the formation of the CXPA. (Yes, I know, you may have been a CX professional longer than that.) Given that, plus the challenges newbies to this field experience (were you plucked from another role to tackle CX?), connecting with other CX professionals...
0 comments