The Customer Experience Rule of 3
A simple customer experience is a beautiful thing. As CX professionals, we strive to tap into our customers’ intuition. We want to shape the way customers interact with our company in such a way that they know what to do next, simply because the design is so effective. This is especially important for B2B relationships as you are dealing… Read More
Overwhelmed by CX Data
It seems that the longer your customer experience program has been in place, the easier it is to become completely engulfed in data. At first, you might only have one survey or listening post in place and you get a manageable amount of feedback. Then you add another, and another, and another. And then you want to incorporate your operational metrics to learn… Read More
Benefit from Promoters
It’s really easy to let your loudest, angriest customers get all the attention, but it is important to make sure your organization is benefiting from your extremely satisfied customers, or “promoters.” Capitalize on their satisfaction by having them help you generate additional revenue and improve your operations. Setup a system for referrals and ASK for… Read More
Getting Difficult Employees On Board
We all know the type. We’ll call him Bob for the sake of this post (for the record, I happen to love the Bobs I work with. This is in no way a knock on the Bobs of the world). Bob likes to do things the way they have always been done. Why? Because it’s… Read More