Blogs

Be the first person to recommend this.
Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of  technologies , carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. The primary job of a  customer experience leader  is to make it easy for  every  role in your company to see the customer’s perspective so clearly that it compels them to act differently. Here are 20 indispensable tools for achieving customer experience excellence: 1) Trusted Advisor 2) Stakeholders’ Language  3) Change Management ...
0 comments
Be the first person to recommend this.
Most credentialed customer experience (CX) professionals know the foundational competencies that guide the work we do: strategy, experience design, employee engagement, metrics, and voice of the customer, for example. A lot of fabulous, pioneering work has been done over the past 10 years with customer feedback, process improvements, cross-functional teaming, journey mapping, and mobile tools, for example. This is true for business and government agencies! Innovation continues to be everywhere. Change is ever-present. Competition is fierce. CX leaders have helped to keep customer needs front-and-center. That’s work to be proud of! So, in the spirit of innovation, ...
0 comments
Be the first person to recommend this.
Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of a fascinating (but really dense) book? You bet. But he’s not really known for his CX chops.   Yet, one of his findings shows why many surveys – as well as quite a bit of other CX research – is flawed from the beginning.   In this book,  Thinking, Fast and Slow,  Kahneman introduces how we have two separate minds – the experiencing mind and the remembering mind. And that we live under the “tyranny of the remembering mind.”   As its name suggests, the experiencing mind is what you feel ...
0 comments

Mystery shoppers

Be the first person to recommend this.
I have several clients who conduct mystery shopping. I think mystery shopping is a great research tool for the right reasons and at the right time. I am interested in hearing what your thoughts are about when and why a company should conduct mystery shopping.
0 comments
1 person recommends this.
I wrote last week about why  Your CX Scorecard is Probably Measuring the Wrong Thing . Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making that clear to the organization.   Walker’s  The  CEO View of CX  includes a survey of Business-to-Business Customer Experience (CX) employees. The survey asked them about their CEO’s top areas of focus, and they selected “Competitive advantage” and “Growth, profitability and valuation” as their top two. But when presented with the same list to describe what ...
1 comment
Be the first person to recommend this.
By: Diane Magers, CCXP, CEO, Customer Experience Professionals Association Taking action and demonstrating results are the most commonly mentioned obstacles when discussing customer experience data and analytics.  In many organizations, there are so many opportunities and so much data (the old fable “water, water everywhere and not a drop to drink” comes to mind), it’s difficult to know what to action on and how to weave together the actions will impact the customer’s lives and our organizations. Multiply that by the challenges of showing the results of the work to improve financial results.  There are steps you can take to enlighten your way past ...
0 comments
1 person recommends this.
Happy  CX Day!   On this "customer experience holiday” focused on celebrating great customer experience and the professionals who make it happen, we are thrilled to share insights from many of the leading bloggers in the space. We asked the bloggers to share their thoughts throughout the week with a different topic each day. You will find a growing list of links to their posts below as we countdown to the 2017 CX Day. Grab some peanuts, popcorn, cotton candy, or carnival food of your choice and enjoy reading these very informative posts. Topic 1: Customer Experience Trends (released Wednesday, Sept. 27th) Jeannie Walters, CCXP  - ...
0 comments

Joining a CX Twitter Chat

Be the first person to recommend this.
We are excited that you've decided to participate in an upcoming Customer Experience chat on Twitter.  These "Twitter Chats" can be fun, informative and fast-paced.  We've written a few pointers to help you prepare for an upcoming #CXChat or #CXPAChat.  We look forward to tweeting alongside you soon...  Before the Chat: -Log in to your Twitter account. If you don't have one, you can easily sign up for a free account. -Approximately ten minutes before the event starts, do a search in the top right hand corner of the page for #CXChat or #CXDay depending on the designated "hashtag" to view tweets from the moderator and other participants before the chat ...
0 comments
Be the first person to recommend this.
As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the CMO agenda. Marketers now know that engaged customers buy more, spread more word of mouth, and are more satisfied and loyal. A recent Loyalty Driver Modeling Poll conducted by Lenati found that 96% of Marketers agree that customer engagement drives business performance   Highly engaged customers gain more value from your core offering and will devote their own time and effort to creating value on behalf of your brand. Brands that invest in a well thought out customer engagement program are seeing meaningful ...
0 comments
Be the first person to recommend this.
“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about. But despite that wisdom, companies continue to focus primarily on creating customers, often forgetting that keeping them is the way to organic growth. And when they do focus on keeping customers, the focus is all too often on trying to trap them – requiring a phone call to cancel (I’m looking at you, TiVo and Comcast), or requiring contracts that assess fees to leave (Comcast, you again). Jeannie Bliss has been beating this drum for years. We need to listen ...
0 comments
Be the first person to recommend this.
Sir please take your shoes off !”   the TSA officer commanded. The befuddled elderly man was rightfully confused… everyone else in line had their shoes on as they proceeded through security. He looked around one more time as he unpacked his toiletries on the belt.  Why was no else unpacking theirs? “ Sir !”   the TSA officer continued moving toward the man. “ Ok ok !”   he said as he struggled liberate his beige tasseled loafers from his feet. He didn’t realize that in this regional airport they had expedited TSA-Pre passengers in the same security line as normal passengers.  Expedited folks didn’t have to take their shoes off…those ...
1 comment
Be the first person to recommend this.
While it's true that very few bills introduced in Congress become law, one piece of bipartisan legislation is gaining momentum in the House right now and is worth tracking, especially if digital, customer experience, and citizen experience are part of the world you live in. The bill is called "Creating Advanced Streamlined Electronic Services (CASES) for Constituents Act of 2017" ( H.R. 3076 ). It is important for a few reasons. Let’s say you’re a citizen who has an issue with VA, Social Security, FEMA, Medicare or Medicaid, for example, that you’ve been unable to resolve on your own. Your issue has gotten to the point that you need your elected official to ...
0 comments
Be the first person to recommend this.
Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing your front-line employees to decide how best to serve the customer without needing to escalate.   Capital One 360 focuses on simplicity. They refuse to implement a new program or product without first ensuring it aligns with their vision. This not only impacts product-related decisions (for years, they refused to offer a checking account), but even to their CX measurement, which asks specifically about simplicity.   Aligning around a vision gives your teams the clarity to make decisions on the fly. The ...
0 comments
Be the first person to recommend this.
Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper . You can see a summary in the attached infographic . Look for this year’s journey mapping survey to go out next month!
2 comments
2 people recommend this.
J.C. Paradise, CCXP Our CCXP Board led by Barbie Fink, CCXP, Director Customer and Employee Experience at Adobe has worked this summer with approximately 40 Certified Customer Experience Professionals (CCXPs) to develop more questions for the CCXP exam.  By the end of the year, we hope to roll out new versions of the certification exam that will have more questions and include the latest knowledge and understanding from the customer experience discipline. Derik Iverson, CCXP Community Manager sat down with J.C. Paradise, CCXP who has been instrumental in this effort to ask a few questions: Why is the current CCXP exam item update effort ...
0 comments

Driving CX in Australia

1 person recommends this.
Anita Siassios, CCXP   CXPA member and Certified Customer Experience Professional Anita Siassios leads the Melbourne, Australia Local Networking team and serves as a Business Partner at ANZ in Australia. She is spearheading efforts to bring more awareness to both CX and CXPA in her region. We asked Anita to describe the customer experience environment as it applies to her: How would you describe your role and responsibilities at ANZ Bank? Currently a Business Partner in the Group Operations Division of the ANZ Bank, I partner with Operational Leaders across the Asia Pacific to help them embed operational efficiency best practice standards ...
0 comments
Be the first person to recommend this.
*This blog post is part of a partnership agreement with the upcoming 4 th Annual Digital Customer Experience Strategies Summit , September 19-20, 2017 in Chicago, IL. Digital Customer Experience experts share how they are creating a great digital customer experience within their organizations. Find out what they are working on currently and how they are ensuring a great customer experience at their company with the help of digital. 1) What are the main challenges your company is facing using digital right now?   “We see confusion with organizations defining digital. Some define it as the technology transformation, some believe it is customer-facing ...
0 comments
1 person recommends this.
Strategic planning is critical to every successful organization, on multiple levels. No matter if planning activity happens in an overarching, organizational sense, or in team- or client-specific scenarios, leaders have to make important decisions toward achieving a desired future business state. The planning process is rarely simple, and, due to organizational complexities or time constraints, it can be easy to leave customers out of planning conversations. However, it has never been more important to include customers in planning activities. Think about it for a moment.   Does it really make sense to leave customers out? In a past life working ...
0 comments
Be the first person to recommend this.
Throughout the history of the world, humans have created and envisioned many things that don’t exist in the ‘real world’.  Often, many people come to actually believe in these inventions of human fantasy to some degree.  This usually happens through a combination of misunderstanding, bad information, simple ignorance or even plain old imagination.  Take the unicorn for example, a creature (usually a horse) with a single horn on its head.  The horn is said to have magical, healing, or medicinal properties.  The ever-magical unicorn lives deep in enchanted forest and feeds on only the best meadow grass, oats, absorbed sunshine or rainbows.   Creatures like ...
0 comments
4 people recommend this.
One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience.    This post is dedicated to those who have a passion for improving their customers’ experience, but aren’t 100% sure where to start. The items below aren’t completely linear—you can’t wait until one is done before you start the next—but they do list a good order in which to begin.   Start with Your Existing Business Strategy  This is theoretically simple for an internal hire, but that theory ...
1 comment