In this webinar, which serves as a lead-in to the 7 week Customer Experience Online Course now offered by CustCore, I explain why customer experience is so important, and introduce the Customer Experience Rocket as a key framework for designing and delivering great experiences.
In this article I outline some of the key mistakes I have seen companies make in attempting to improve customer experience.
This can hopefully serve as a checklist of things to avoid when setting up a new program, or trying to drive real change in a business.
Customer experience is fast becoming a buzzword in the industry - something that most companies know they have to improve, but often with no idea where to start.
In this article, I argue that getting the basics right is most important, and that without this, any improvement activities are doomed to failure.
In a previous article we introduced a new model for understanding how to deliver a great experience to customer – the Customer Experience Rocket. As part of that articleweI outlined four key areas that need to be focussed on to achieve customer and business success.
This article (found on LinkedIn) is the second in a series of deep-dives into the various components of the model , and examines why the capabilities of the business are so critical to success.
In a recent post we introduced the concept of the Customer Experience Rocket - a new framework to help companies to identify how to align their business to deliver great experiences to customers.
In this first follow-up post we explore why customer experience is so important, and why its becoming even more so as markets mature. View the post on Linkedin here.
Having a robust employee feedback mechanism in place is critical to improving customer experiences.
Unfortunately our history of work has driven the wrong culture in companies to drive effective feedback, as explained in this LinkedIn post.
With the use of online surveys growing more and more common, in this post I highlight why B2B companies, especially those with long sales cycles and important client relationships need to avoid using these types of surveys.
Many companies are extremely afraid of customer complaints, and don't know how to effectively handle complaints when they receive them.
In this post I argue that complaints are actually something to be encouraged, and a great source of data for improving how a company operates.
Having strong leadership is critical to the success of customer experience projects. When it comes to company-wide projects, in this post I argue that if the CEO hasn't bought into the project, that the project shouldn't happen in the first place.
Setting and managing customer expectations is often viewed as critical to business success.
In this LinkedIn post, I argue that it is important, but only if the expectations you are trying to set are reasonable, which is not always the case.
Spring is a perfect time for some cleaning and to make a fresh start at what is important in life.
Why not extend this to the customer experience that your business is delivering? Some tips for four key things to refresh your customer experience are listed in this post.
When it comes to delivering great experiences to your customers, it is important to understand that all parts of the customer journey are not created equal. Instead, it is critical to realise that there are certain “Moments that Matter” along the journey.
In this LinkedIn post I explain why these Moments are so critical, and how to optimise them.
Anyone starting a new business has a thousand things they need to do to set themselves up for success.
In this post I argue that developing a Customer Experience Strategy should be a key focus early on in the development of a company.
Behavioural Economics is a growing area of focus in driving business success.
In this post I examine a range of Behavioural Economics findings and how they can be linked to Customer Experience Management.