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Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there. Eventually, Jamaica Plain began to gentrify, and Whole Foods replaced the regional grocery store there. The residents of  Jamaica Plain were livid . They had picket lines around the construction site. The primary argument was that Whole Foods was too expensive. A reporter ...
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Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond.  I discussed these predictions  on a recent podcast.  However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace.  Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. It was quite a gamble to take it on since ...
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Get CX Knowledge at the Global Insight Exchange   We are committed to making the 2020 CXPA Global Insight Exchange remarkable. You will have abundant opportunities for peer to peer learning, unforgettable experiential interactions and exceptional networking opportunities. The conference will be held at the  Hilton Orlando Lake Buena Vista , a full-service resort hotel steps from shopping, entertainment, and restaurants at Disney Springs. Please reserve your room in advance, rooms will likely sell out. Reserve your room here .   Speak at Global Insight ...
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This post was written by Call & Contact Centre Expo. It was originally published on callandcontactcentreexpo.co.uk CUSTOMER EXPECTATIONS OF THE CONTACT CENTRE   Ever since call centres were introduced as a business function in the   mid-20th century , they have been subject to plenty of change and transformation. Customer expectations have been on a gradual rise, and CX strategists and leaders have had to adapt to meet these increased demands.  Previously, call and contact centres were viewed as a   cost centre   - whereby the primary goal was to run them as efficiently and cost-effectively as possible, whilst still being able to respond ...
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Adi Ignatius, writing for Harvard Business Review, notes that “the origin of the phrase ‘innovate or die’ is a matter of some dispute,” with some attributing it to management guru Peter Drucker and others claiming a different provenance. Regardless, Ignatius says, “the sentiment is now widespread: stay ahead of the pace of change or you’re toast.” Customer experience professionals, who are often tasked with improving existing experiences, can play a key role in the design of new ones.  The CX Leader's Role in Driving Innovation CXPA member Crystal Collier says that innovation is critical to the success of any business--and that CX must lead ...
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Achieve Your 2020 CX Goals Start your path to strong 2020 results by registering for the  CXPA Global Insight Exchange   in  Orlando, FL April 27th to 29th .  The   CXPA Global Insight Exchange   2020 will be held at the  Hilton Orlando Lake Buena Vista , a full-service resort hotel steps from shopping, entertainment, and restaurants at Disney Springs.  Please reserve your room in advance, rooms will likely sell out.  Reserve your room here . Reserve Your Room at the ...
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As I look through my social media, consulting and vendor newsletters and general business articles, I find a tsunami of articles, opinions, recruitment efforts, and attention being paid to the ‘new’ hot topic – Customer Experience (CX).  Maybe I am exceptionally tuned into the subject after all of my years with a customer-focused mindset, but the floodgates seem to be open at full throttle.   Alas,  here’s what the rush to CX looks like:      Motivation: The measurable benefits of CX improvement invariably adds 5-10% directly to a company’s bottom line.   Decision: Company after company says that providing a great customer experience is their primary ...
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Happy New Year   Cheers to advancing CX together in 2020 and beyond! Watch the video  to hear CXPA members share their toasts and best wishes for the year ahead.   Reserve Your Room at the Hilton   The CXPA Global Insight Exchange 2020 will be held in Orlando, FL April 27th to 29th at the  Hilton Orlando Lake Buena Vista , a full-service resort hotel steps from shopping, entertainment, and restaurants at Disney Springs.    The hotel is approximately five miles away from a ton of fun activities such as Epcot and ...
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Organizational adoption of customer experience excellence is the holy grail that drives sustained growth. Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it. To get off the continual hamster wheel of throwing scarce resources at the fixes, enticements, and massive monitoring that we have come to call “customer experience management”, you’ve got to rise above the norms of today’s common practices and shift your strategy to company-wide ownership of customer experience performance. How do you know when you have it? When day-to-day work of employees in every functional area incorporates customers’ ...
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In 1989 Wally Olins published his book Corporate Identity, which quickly became the seminal work in the world of branding. It can be argued that Wally Olins, who co- founded the legendary brand consultancy Wolff Olins in 1965, changed the way organisations actually thought about themselves. Olins' pioneering work in Corporate Identity challenged traditional ideas on branding, which had been controlled by the advertising industry. Advertising communicated a manipulated image of organisations but did not reflect who they really were or what they stood for. It was all about selling a product and not about creating long-term loyalty and advocacy. The 80's ...
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There’s a reason why the end of a calendar year brings out a slew of posts highlighting trends and predictions that will impact our work as CX professionals in the coming year. Once the hectic, often spreadsheet-intensive cycles of annual planning subside and we wait on budget decisions, it can be a good time to look at the opportunities to make some smaller moves that will complement the “big rocks” of your program. While some of these are bigger undertakings that others, you’ll hopefully notice that most of these require some investment of time but can be done with very little investment of money. Here are 9 mini-makeovers to consider for your 2020 CX ...
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As Customer Experience consultants who specialise in the live entertainment and sports venue management industry SEMA4’s primary concern has always focused on listening to customers to gain a full understanding of what they both want and need on their journeys. A fan who is willing to travel large distances to see their favourite group or support their team, and who is willing to spend a substantial amount of money not only on a ticket but also on refreshments and merchandise deserves to have the very best experience the venue can offer. For the customer, safety and security were always implicit expectations. It was taken for granted that the organisers ...
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I was recently interviewed by Andy Proctor, of More Happy Life  about the power of transformational customer experience.  Everyone is used to interacting with a brand in transactional ways, but when a business can turn a transaction into a transformation, that’s when the magic happens!  In our conversation, Andy and I discussed how to make great customer experiences happen by starting at the top and moving down. If the executives are seeking to increase their own wellbeing, they will naturally desire to make the wellbeing of their employees a priority. And when the employee wellbeing and happiness becomes a priority, it can impact the bottom line ...
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It was hard to miss the yellow hand-written sign posted directly above the cash register. “Chance to win 1 of 3 gift cards,” someone had written in green magic marker. Three cards were in the offing, two $10 cards and a $5 card, and the sign’s author had detailed a two-step process to be entered in an in-store drawing: “Step 1-Take online survey + rate highly satisfied before leaving the store.” Uh-oh… “Step 2-Tear off survey portion of receipt and write your name + number after verifying with cashier completed survey.” Now my CX alarm bells were ringing loudly. I’ve long known that “gaming” was a thing and had been on the receiving end of such efforts ...
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BUILD IT AND THEY WILL COME? Some thoughts on creating Fan Experience   An estimated $300 million was spent on the renovation of the Khalifa Stadium in Doha which focused on the very latest in stadium design features and digital technology including the installation of an innovative cooling technology, to keep both spectators and athletes comfortable, and track projection which used laser projectors to screen custom content across the entire running track. Add to this, sponsorship and retail deals, broadcasting rights, and advertising revenue and the live sporting event figures reach eye watering heights. However, at the recent IAAF World ...
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“Customer experience is a discipline that helps other business functions see the customer as an asset,” says Austyn McElroy, Certified Customer Experience Professional (CCXP) and regional banking customer experience director at TCF Bank. Over the past five years, Austyn and her customer experience (CX) colleagues have worked to expand customer listening and to get actionable customer feedback into the hands of TCF Bank leaders to better inform their decision making. Austyn credits three experiences for influencing her CX career: managing a retail business, earning her CCXP certification and pursuing her Master of Business Administration (MBA). The early ...
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Stein Broeder has long been aware of the impact that powerful experiences can have on customers. “Just as a person or consumer, I’m impressed by companies that have done it well,” Broeder says. “And I’ve noticed the impact it has had on me from a brand loyalty perspective.” In his role as Senior Marketing Communications Manager in Microsoft’s advertising arm, Broeder was determined to use the power of storytelling to help build a customer-centric culture across the organization. The transformation project, called “Powerful Moments,” began three years ago with what Broeder calls a key question: “How can we share stories internally where we have had ...
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In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple, easy-to-understand definition. All definitions require you to know other business concepts in order to understand what omni-channel experience means. So let me give you my definition:   “omni-channel retail experience of the future is a seamless experience that smoothly crosses the digital and physical space.”   So, what does that mean? Well, it means that, as a customer, I am   identified and served appropriatel y. So what does that mean? It means that, if I ...
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A pivotal part of a customer’s journey with a company – particularly in the business-to-business (B2B) environment – is their buying process. Yet customer experience (CX) professionals often share that the toughest internal fortress to breach and form a collaborative working relationship with is the Sales team. Often a Sales team is driven by decidedly non-CX metrics revolving around a quarterly, if not monthly, reporting period. And the CX team wants to come in talking about annual survey results, transactional data farther down the customer journey than where Sales actively plays, or the importance of a customer-focused culture … and is ignored. But with ...
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On Tuesday, November 19, 2019, the Chairman and Co-CEO of Salesforce, Marc Benioff, kicked off his  opening keynote  at Dreamforce with the concept of  togetherness . He stated that “as we’ve traveled the world, and as we’ve spoken to all of us, there is one word that continues to come up over, and over again. And that is the word that we are all anchored to today and at this conference and it is: together.”  According to Benioff,  together  doesn’t just represent the teamwork of innovation within Salesforce; it incorporates all organizations and persons that are contributing to the evolution and success of the customer experience (CX) industry.  ...
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