Show Off Your Skills
The inspiration for this post comes from a trip to the pediatrician’s office with my 6 month old daughter. I swear she is capable of faking an illness, Ferris Bueller style, just so that I will bust her out of daycare to go on a field trip, but that’s neither here nor there. She is quite… Read More
Engaging Teams with Positive Feedback
One of the best things we get to do as customer experience professionals is share positive customer feedback to build employees up and generate enthusiasm for the work we do. Here are some ways to engage other functional groups in the organization with the positive feedback you receive from customers: Share customer comments internally (via company… Read More
A CX Review: Man Crates
Every CX professional is tickled by a customer experience well done. And so I’m here for #funpostfriday to tell you about a wonderful website I discovered whilst choosing a valentine for my loved one. By the way, I am in no way affiliated with Man Crates, just a very satisfied customer. Meet mancrates.com, a place where your typical gift… Read More
Becoming Transparent
Becoming transparent to our customers is a challenge we face when the systems behind what the customer sees are anything but pretty. You want to give customers step by step guidelines of what to expect in a process, but to what level of detail do you go? How do you execute a complex internal process while still… Read More
B2B Contact Management
Knowing your messaging target in the B2B world is critical to the success of that message and critical to the customer experience. ANY type of messaging requires a carefully aimed target: marketing, order/product notifications, status updates, surveys, and so on. At the root of that process is your B2B contact management. To start off with great contact… Read More
You Are Already Getting Feedback
If your organization does not yet have a survey program in place, you are still receiving feedback from your customers on a daily basis. If your company isn’t interested in making the investment in a survey platform today, don’t let that hold you back. As long as you set up other systematic ways to take in… Read More
Make the Case for Investing in CX
Not every organization is in it to win it when it comes to customer experience. If you are dealing with folks that aren’t fully committed to the notion of a true customer experience program, you’ll have to spend some time building your case. High level executives want to see what kind of returns they could… Read More
Choosing a Survey Vendor
Choosing a vendor to administer your customer satisfaction surveys can be a daunting task as there are many considerations at hand. It is best to think through your program strategy prior to approaching vendors to ensure the best fit. Below are key topics that should be evaluated for each potential solution. Level of automation: This depends on the… Read More
Top 10 Reasons to Become the Least Competent Person in Your Company
Your work load will instantly decrease. Work that you used to have to do will suddenly be assigned to your peers and you can safely fly under the radar. To demonstrate to co-workers your company’s inability to hold people accountable. You’re taking one for the team, really. People need to know that one is capable… Read More