In episode 21 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share best practices for creating a solid CX strategy. In this episode, Joey and Dan dive into the insights and tactics of Blake Morgan’s book “More Is More,” talk about why you should make your work harder for your business rather than your customers, and explore a unique customer experience campaign from a small art-house cinema in New York.
https://smartercx.com/3-customer-relationship-management-tips-from-a-cx-book-report/
Whether you’re part of an enterprise organization or running a growing business, time is something nobody has enough of. It’s impossible to add more hours into our day, but it is possible to make the hours we have work harder for us, especially when it comes to executing customer experience (CX) strategies.
https://smartercx.com/4-cx-automations-that-give-you-time-back-in-your-day/
At Modern Customer Experience 2018, I was up to my eyeballs with fantastic CX insights and exciting innovations. Here are three of my top takeaways.
https://smartercx.com/top-3-modern-customer-experience-takeaways/
The more a business knows about you, the more effectively it can create quality customer experiences. In today’s world, CX boils down to avoiding a tradeoff between usability and data security.
https://smartercx.com/data-security-and-customer-experience-should-we-be-scared/
For the sixth year in a row, job satisfaction has improved in the US, surpassing a 50 percent satisfaction rate since 2005. Despite overall satisfaction, there are areas that increasingly prove problematic for employers, such as promotion policies, performance review processes, and internal recognition. Unsatisfied employees aren’t typically pushing out the best qualities of their employer, leading to problematic external situations.
http://customerthink.com/why-employee-happiness-customer-happiness/
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.
http://customerthink.com/3-big-themes-from-the-most-dedicated-cx-experts-in-the-world/
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing Real CX.
https://www.mycustomer.com/experience/engagement/why-cx-must-not-be-the-responsibility-of-customer-service-or-marketing/
When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that’s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.
http://www.customerexperienceupdate.com/?open-article-id=8268637&article-title=3-winning-factors-for-b2b-customer-experiences&blog-domain=incontact.com&blog-title=incontact/
We’ve all had that customer-service moment where we’re stuck in an automated loop of chaos, and all we want is to connect with a real (and if it’s not asking too much, empathetic) human being to answer our question. The problem with engaging a digital brand or startup is that, oftentimes, customers don’t know who—or what—they are talking to.
http://www.adweek.com/digital/maintaining-human-contact-throughout-a-digital-customer-experience/
It was just a tiny light, but it made all the difference.
How many times have you woken up in a hotel room and not known where you were? It’s a common occurrence, especially for frequent travelers. You’re not in your own bed or on your own pillow; the room isn’t familiar and you’re not even sure where the door is. It’s very dark.
During two recent hotel stays, I observed two different solutions to this customer pain point that were so simple, I wondered why no one else was doing it.
https://www.forbes.com/sites/dangingiss/2018/05/17/the-bright-idea-behind-small-customer-experience-improvements/#4e89e146170a/
