'Customer experience' (CX), as a discipline, is starting to mature. What was once a fashionable buzzword which drove organisational change has now become a routine category of management reports.
https://www.econsultancy.com/blog/70149-the-future-of-customer-experience-trends-and-challenges-in-2018/
Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends occurring over a period of time.
http://customerthink.com/4-service-desk-agent-performance-metrics-that-influence-the-customer-experience/
We all have been talking about customer experience (CX) for a long time now. We have given it so much importance that sometimes while having an outward look, we tend to miss out on what is happening in your own home i.e your organization. But, it’s better than never. It seems that finally, the C-suite have started to talk about, if not accept completely about their employees and the experience they have with your company.
Probably this is the best time to talk about employee experience (EX). We already have a buy-in for Customer Experience and now just needs to establish a correlation between the CX and EX. This can be successful only when the top management is sold on the idea. So, let’s get started and sell the idea of transforming customer experience by achieving employee experience milestones.
http://customerthink.com/employee-experience-the-road-to-customer-experience-cx/
The signs that companies place in and around their stores say a lot about what it’s like to do business with them. Are they friendly and welcoming? Do they set reasonable expectations of the customer experience? Or are they unnecessarily full of rules and regulations?
https://www.forbes.com/sites/dangingiss/2018/07/05/mcdonalds-wendys-and-subway-show-that-signs-impact-customer-experience/#37c25426680b/
When a company sets out to revamp its customer experience, it tends to focus right away on the extreme events, the big, rare customer service catastrophes: mass blow-ups online and so forth. But I actually tend to discourage them, as their customer experience consultant, from going there first. That’s because I subscribe to what could be called “the broken windows theory” of customer service and customer experience improvement.
https://www.forbes.com/sites/micahsolomon/2018/07/05/the-broken-windows-theory-of-customer-service-and-the-customer-experience/#3c68290f4b73/
An innovation has brought another award to the Indianapolis International Airport. The Airports Council International-North America has named the airport's human-powered charging stations as one of the Best Innovative Consumer Experiences or Practices among airports.
http://www.insideindianabusiness.com/story/38566197/airport-innovation-earns-consumer-experience-award/
If you’ve ever taken an Uber, you know that the startup identified practically every consumer pain point involved with hailing a taxi – not being able to find one, standing in a long taxi line, rude drivers, the credit card machine always being broken – and addressed each one with a simple, easy-to-navigate mobile app.
https://www.forbes.com/sites/dangingiss/2018/07/02/how-ubers-user-experience-creates-a-seamless-customer-experience/#3289935dff7a/
One of the biggest differences between the e-commerce customer experience and that of traditional, brick-and-mortar retail is that with e-commerce you don't just walk out of the store with your purchase, you must wait to have it delivered.
https://www.retailcustomerexperience.com/blogs/5-reasons-retailers-should-control-the-post-click-customer-experience/
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words.
http://customerthink.com/the-accidental-customer-experience/
I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience.
https://www.cmswire.com/customer-experience/how-to-deliver-terrible-horrible-no-good-very-bad-customer-experience/
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