Blogs

Be the first person to recommend this.
Black Friday and it’s rambunctious younger sister Cyber Monday, will be upon us in no time. Retailers of all stripes will approach this key trading period with a combination of excitement, trepidation and possibly outright fear. For many this hectic weekend may be the make or break period operationally, financially and reputationally. If things go wrong then the drama is played out in front of millions of prospective customers via social media from the Twitterati whose retail dreams haven’t been realized and whose wrath knows no bounds.. Drawing on the broad and deep experiences of Customer Experience (CX) practitioners, professionals and leaders, the CXPA ...
0 comments
Be the first person to recommend this.
In the  Harvard Business Review  article, “ The New Sales Imperative ,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4 two years ago to 6.8 today. This change has made the journey far more complex, creating longer sales cycles and an overall more challenging sales process.   This is the chance for customer experience (CX) to make a measurable difference to your company, by bringing in CX tools such as journey mapping to a very real and very visible business problem.   A perfect opportunity. But one I don’t see many CX operations focused on.   Most CX organizations ...
0 comments
Be the first person to recommend this.
At Heart of the Customer, our team is reading Influence , the classic book by Robert Cialdini. While it’s an older book, it has a ton to offer to anybody looking to build action, including in the area of customer experience (CX). This week we’re up to Chapter 3, Commitment. Cialdini uses a ton of examples, including Chinese prison camps in Korea, fraternities, and small kids playing with toys. Through these examples, Cialdini shows how by convincing others to publicly claim their support for a specific philosophy, you are leading people to subsequently act in a manner consistent with that philosophy – even if they previously did not strongly support such a ...
0 comments
Be the first person to recommend this.
It is with great pleasure that I get to announce the winner of 2017's "Most Innovative CX Day Event" -- the Dutch Local Networking Team! The "Most Innovative CX Day Event" award is granted to one of our Local Networking Teams each year to recognize creative ways our volunteer leaders are choosing to celebrate the Customer Experience discipline every CX Day. This year, the CXPA created a unique point system to grade all 30 CX Day events planned by our Local Networking teams. Each event was evaluated by how outside-the-box they were on the venue, topic, and activities. With a near perfect score, the Dutch Network came out on top with their inventive event ...
0 comments
Be the first person to recommend this.
Customer feedback is an invaluable resource that can’t be ignored in today’s business world. Customer listening posts like surveys, client interviews, and focus groups can help you keep an honest pulse of how your business is doing, through customers' eyes. But if you're spending money on a client feedback program, chances are you probably want to get the most for what you spend. If that's the case, then you need to listen for the extra clues your clients have to share about your business and its people, beyond the final transaction and a rating on a scale of 1-10. Here are three secrets to unlock that can also keep you ahead of slip-ups. Uncover ...
0 comments
Be the first person to recommend this.
In any customer experience, certain phases have more impact than others – either positive or negative – and create a measurable impact on the rest of the relationship. Positive results lead to customer who trust you, are more willing to forgive mistakes, and are more interested in your other products or services. But if they don’t go so well, customers are more likely to stray; they pounce on every mistake, and they’re very reticent to use your other offerings. The moments that matter vary by experience, and even by individual. Effective journey maps show these Moments of Truth. But even if you don’t have a journey map – or if yours just isn’t very good – ...
0 comments
Be the first person to recommend this.
Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two. Did you know Disney employs its own paramedics, that they don’t charge for ambulance rides to the hospital, that they give you a taxi voucher for your trip back to the park from the hospital, and lots of free Fast Passes if you experience these things? But I digress. There is a large gathering at the gate to board the aircraft, and the gate agent calls for pre-boarding ...
0 comments
1 person recommends this.
Whenever I’m leading a workshop or giving a keynote, I know I can always get a laugh by putting “Comcast” and “Customer Experience” in the same sentence.   But that’s  way  too easy, so I usually skip that line. But last week I saw something that gave me a glimmer of hope for the company. They seem to be learning how to prioritize.   I received my first lesson on prioritization from a speaker at John Deere many years ago. I’ve long forgotten his name, but he spoke about how he took over a new division at the company. In his first day, his team proudly showed him their list of 20 top priorities for the year. He tried to stay silent – it was his first ...
0 comments
2 people recommend this.
Many organizations are facing the challenges and successes as they adopt and drive digital transformation.  In preparation for the upcoming DX Summit in Chicago, www.dxsummit.com/2017, the DX team had some great questions for the CXPA about creating digital experiences, so we shared some of the opportunities we see from the customer experience professional’s view point.  1) What are the main challenges your company is facing using digital right now? We see confusion with organizations defining digital. Some define it as the technology transformation, some believe it is customer facing technology and some refer to it as integrating technology across ...
0 comments
1 person recommends this.
Too many customer experience (CX) programs get stuck.   Stuck with no influence. No change. No leadership buy-in.   We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs. You’re in meetings to support the new portal, the new customer campaign, the Customer Advisory Board, and the new loyalty program.   You’re incredibly busy. You burn your unused vacation time just trying to keep up. But then you get to the end of the year, and the most important thing – ...
0 comments
Be the first person to recommend this.
Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of  technologies , carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. The primary job of a  customer experience leader  is to make it easy for  every  role in your company to see the customer’s perspective so clearly that it compels them to act differently. Here are 20 indispensable tools for achieving customer experience excellence: 1) Trusted Advisor 2) Stakeholders’ Language  3) Change Management ...
0 comments
1 person recommends this.
Most credentialed customer experience (CX) professionals know the foundational competencies that guide the work we do: strategy, experience design, employee engagement, metrics, and voice of the customer, for example. A lot of fabulous, pioneering work has been done over the past 10 years with customer feedback, process improvements, cross-functional teaming, journey mapping, and mobile tools, for example. This is true for business and government agencies! Innovation continues to be everywhere. Change is ever-present. Competition is fierce. CX leaders have helped to keep customer needs front-and-center. That’s work to be proud of! So, in the spirit of innovation, ...
1 comment
Be the first person to recommend this.
Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of a fascinating (but really dense) book? You bet. But he’s not really known for his CX chops.   Yet, one of his findings shows why many surveys – as well as quite a bit of other CX research – is flawed from the beginning.   In this book,  Thinking, Fast and Slow,  Kahneman introduces how we have two separate minds – the experiencing mind and the remembering mind. And that we live under the “tyranny of the remembering mind.”   As its name suggests, the experiencing mind is what you feel ...
1 comment

Mystery shoppers

Be the first person to recommend this.
I have several clients who conduct mystery shopping. I think mystery shopping is a great research tool for the right reasons and at the right time. I am interested in hearing what your thoughts are about when and why a company should conduct mystery shopping.
0 comments
1 person recommends this.
I wrote last week about why  Your CX Scorecard is Probably Measuring the Wrong Thing . Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making that clear to the organization.   Walker’s  The  CEO View of CX  includes a survey of Business-to-Business Customer Experience (CX) employees. The survey asked them about their CEO’s top areas of focus, and they selected “Competitive advantage” and “Growth, profitability and valuation” as their top two. But when presented with the same list to describe what ...
1 comment
Be the first person to recommend this.
By: Diane Magers, CCXP, CEO, Customer Experience Professionals Association Taking action and demonstrating results are the most commonly mentioned obstacles when discussing customer experience data and analytics.  In many organizations, there are so many opportunities and so much data (the old fable “water, water everywhere and not a drop to drink” comes to mind), it’s difficult to know what to action on and how to weave together the actions will impact the customer’s lives and our organizations. Multiply that by the challenges of showing the results of the work to improve financial results.  There are steps you can take to enlighten your way past ...
0 comments
1 person recommends this.
Happy  CX Day!   On this "customer experience holiday” focused on celebrating great customer experience and the professionals who make it happen, we are thrilled to share insights from many of the leading bloggers in the space. We asked the bloggers to share their thoughts throughout the week with a different topic each day. You will find a growing list of links to their posts below as we countdown to the 2017 CX Day. Grab some peanuts, popcorn, cotton candy, or carnival food of your choice and enjoy reading these very informative posts. Topic 1: Customer Experience Trends (released Wednesday, Sept. 27th) Jeannie Walters, CCXP  - ...
0 comments

Joining a CX Twitter Chat

Be the first person to recommend this.
We are excited that you've decided to participate in an upcoming Customer Experience chat on Twitter.  These "Twitter Chats" can be fun, informative and fast-paced.  We've written a few pointers to help you prepare for an upcoming #CXChat or #CXPAChat.  We look forward to tweeting alongside you soon...  Before the Chat: -Log in to your Twitter account. If you don't have one, you can easily sign up for a free account. -Approximately ten minutes before the event starts, do a search in the top right hand corner of the page for #CXChat or #CXDay depending on the designated "hashtag" to view tweets from the moderator and other participants before the chat ...
0 comments
Be the first person to recommend this.
As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the CMO agenda. Marketers now know that engaged customers buy more, spread more word of mouth, and are more satisfied and loyal. A recent Loyalty Driver Modeling Poll conducted by Lenati found that 96% of Marketers agree that customer engagement drives business performance   Highly engaged customers gain more value from your core offering and will devote their own time and effort to creating value on behalf of your brand. Brands that invest in a well thought out customer engagement program are seeing meaningful ...
0 comments
Be the first person to recommend this.
“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about. But despite that wisdom, companies continue to focus primarily on creating customers, often forgetting that keeping them is the way to organic growth. And when they do focus on keeping customers, the focus is all too often on trying to trap them – requiring a phone call to cancel (I’m looking at you, TiVo and Comcast), or requiring contracts that assess fees to leave (Comcast, you again). Jeannie Bliss has been beating this drum for years. We need to listen ...
0 comments