Do you know a rising CX star? Nominate them for the 2022 Emerging Leader in CX Award. Deadline Extended to July 6, 2022. Learn more here.
Recently Jim Ryan and I gave a talk to AAA leaders about customer-centered innovation… We included 5 discussion topics leaders at any level could use... with your board, your executive team, or your whole org. All are open-ended designed to help you stimulate dialogue, rather than get...
Done right, Proactive Customer Engagement makes it easy for customers to engage with your brand, and it improves customer experience in the process. Other outcomes and common measures of greater customer engagement include: Value, measured by increased share of wallet, overall spend,...
If your journey mapping efforts are falling short, odds are that one of these 4 gaps are to blame. Journey mapping is one of the core tools in the customer experience professional’s tool kit—and with good reason; they help organizations understand what the customer experience is and what...
We recently swapped service providers here at home for one of our communication services. The entire experience was a headache and we almost immediately regretted making the switch from our previous provider. What was so frustrating was that, no matter where we went to look for help, be it...
This post will appear later on 360Magazine.com. It appears here first as a courtesy to CXPA members. It’s become one of my biggest pet peeves: I place an online order, and immediately after (or sometimes even before ) getting an e-mail confirmation, I get a separate e-mail from the company...
I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers...
Here’s a random thought that occurred to me the other day. I promise I’m going somewhere with it, though: The deli should be at the front of a grocery store. Now, I’m in way over my head here, because I’m sure that there’s a lot that goes into the planning of the layout of such places and...
Do you remember the old commercial for Tombstone Pizza? The tagline was, “What do you want your tombstone?” (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead , and if you also share my obsession with Seinfeld , he...
As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two. Many brands offer a markdown of some sort: Flash your Common Access Card (CAC, the unnecessary obviously-has-to-be-an-acronym term we use to mean, “Military ID”) at checkout, and a lot of...
Nothing is 100%. Things fail, products break, even very important services go dark from time to time. A Customer who expects and demands perfection is certain to be disappointed pretty often, and in fact is being somewhat unreasonable, if you ask me. With this understood and its obvious...
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