customer experience

Act on What Your Customers Tell You!

Are you acting on what your customers are telling you?

Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear.

There are a few reasons behind that, including but not limited to: a lack of actionable data, analysis paralysis, and not knowing what to do next or how to execute.

In the presence of actionable data, though, the next step (after analysis and answers) is to take action.

How do we rally the troops around the insights and get them to take and own the action?

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Storytelling Isn’t Enough

Now that marketers in practically every sector prioritize content marketing, storytelling is heralded as a brand’s most effective approach to developing content.  It makes sense — people are emotional beings, so we respond to stories because they engage us on an emotional level.  And, as Nicholas Ind and Oriol Iglesias write in Brand Desire, “Brands and storytelling come out of the same building blocks:  meaning and emotions.”  But take a closer look at what storytellin

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The Journey to a Great Customer Service Experience

I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017.

Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers. If that's not an area of focus for you, it certainly ought to be!

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Where Do Your Employees Fall in Order of Importance?

Does your company put employees first? or customer first?

I suppose that there's one more possibility - neither.

Sadly, that's the case for a lot of companies.

But that's not the topic of this post. This post is all about where employees fall in order of importance in your company.

Recently, I was reading an article in Industry Week and came across this paragraph.

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Bet you have never heard of the Local Consumer Commerce (LCC) Index. It is going down and that is worrying.

I have never heard of the Local Consumer Commerce (LCC) index. It is created from over 19 billion  credit and debit card transactions from over 59 million consumers in 15 major metropolitan areas in the US.

The index captures year-over-year growth in everyday spending across a range of consumer and merchant groups. The transaction-level data includes the zip codes of both the consumer and merchant so that it can identify local, place-based spending growth (i.e. how much money people are spending within their city of residence).

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CX Journey™ Musings: Should You Invest in Customer Experience?

ROI is still our favorite "three-letter word." Nothing wrong with that!

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals.

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Gen Z - Experience Over Things

This is a special guest post, written by my daughter, Sydney (16)

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The Candidate Experience and the Customer Experience

I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016.

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Expectations: The Mother of All Frustrations

Expectation = frustration?

I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration.

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Why women should lead customer experience

Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience.

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