Friday Customer Experience Pack #11

Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

  • Three key components of Customer Journey Mapping – Customer Experience Magazine outlines some good advice on Customer Journey Mapping – I especially agree with #3 – Take action on the things that matter. Quite often I hear about mapping exercises that gather dust as they seem more academic than getting in and actually fixing customer pain points.
  • Customer Think magazine has a great view on building a community based on your business – in my view, having strong relationships is going to be a key differential for businesses in the future. A community is one way to develop those.
  • How to make the perfect Chatbot – strong advice for anyone who is embarking on the Chatbot journey.  Have a purpose and design with personality seem like good starting points.
  • Ten great Customer Experience KPI’s – Zendesk play back the basics here, worth learning if you are building a new CX function.
  • The science behind customer satisfaction –  eight great tips as you think about Customer Satisfaction.
Don't let Customer Journey Mapping exercises gather dust - take action on the things that matter to your customers. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #10

Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

AI is going to be revolutionary to the Customer Experience, the more investment you make in understanding and leveraging #AI now, will reap competitive rewards in the future. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #9

Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

Everybody is building a customer-driven company - but what does it really mean? PLUS all the best CX writing this week. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #8

Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

Five perfect reminders of what leaders can do to ensure that a culture of great service is in their organisation. PLUS all the best CX writing this week. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #7

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

Whatever industry you are in, you'll need to keep up with the best Customer Experience there is to remain competitive. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #6

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

Good Customer Experience is born across the company and requires strong & committed leadership. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #5

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

Onboarding is a critical part of your customer journey, get it wrong here and customers will walk every time. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #4

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

  • Over on Medium, Aytekin Tank from Jotform writes about how Customer Service is the new Marketing – I agree completely, a great customer experience is a competitive advantage.  Think of the brands you love and are loyal to – they all create great experiences and make you feel like you belong with them.
  • Richard Corps tells us that Customer Experience needs to be a board-level discussion.  The most successful companies are ensuring that the CX conversation is happening in the c-suite as they align departments and remove the silos that break the customer journey.  If your company isn’t doing this, it’s time to start influencing with strong numbers, good data and most of all insights that bring the customer to life in your boardroom.  It’s on you – the CX professional.
  • Jeanne Bliss once again drops wisdom with the three actions you need to take to prevent a CX implosion.  Reading this common sense advice is critical because I’ll bet that not all of the sense is common!
  • The ZenDesk blog is always full of wisdom, even if you aren’t a customer (I am, with no regrets) – this week that gave some great advice about how strong Knowledge Management is a key function for building high performing teams.  Using tools and processes to ensure knowledge is captured and updated is a great way to increase performance and drive good employee engagement as well.
  • Finally, at Customer Think, this article got me thinking more about the future – The Role that AI has in driving Customer Experience is really exciting. Increased speed and personalisation are goals for almost all CX professionals in 2018 – if you don’t have AI on your radar, it’s time to think about that.
The most successful companies are ensuring that the CX conversation is happening in the c-suite as they align departments and remove the silos that break the customer journey. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #3

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

  • Customer Journey mapping is so important to building an excellent experience for your most critical assets.  This article from Jeanne Bliss is taken from her CCO 2.0 book, where she outlines the process taken at the Smithsonian Institute to build a living and breathing Customer Journey to help articulate the experience across the company.
  • The inimitable Shep Hyken asks ‘are you so good that your customers would pay double?‘  It’s thought-provoking to understand what differentiates you from your competition, and how Customer Experience can play into that.
  • The team at ZenDesk are asking if it is time for you to build a Support Operations team.  Making sure that your customer-facing staff have the best in processes, content and ongoing support will ensure that they can focus on delivering the best service possible.  I’m lucky enough to have great staff surrounding my frontline, but there are always opportunities to formalise and improve.
  • Finally, over at Customer Think, they are writing about the huge opportunity there is for small business to differentiate themselves through Customer Experience.  Given that margins are being squeezed ever tighter and the price is no longer an easy way to differentiate, customers are going to make decisions about service and experience.   Just think about how you will go to the ‘expensive’ coffee shop because the coffee is a tiny bit better, and the service is great.  That decision is being played out thousands of times a day and if you aren’t maxing your experience, you are definitely losing customers.
Thousands of buying decisions are being made each day based on #CustomerExperience alone - are you thinking about maximising your profits through great CX? Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



Friday Customer Experience Pack #2

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

 

I saw this post by Bob Thompson referenced a few times this week, and rightly so. According to a recent study, 93% of Customer Experience initiatives are failing, and less than a third are demonstrating positive results.  It’s important because most companies believe that CX is the battleground on which they will win, and the ones that get tangible results are going to steal a march on the competition.

This older article on Event Driven Feedback from Mopinion really interests me, many companies still rely on the campaign driven survey to get feedback from customers – but using telemetry to ask discreet questions will yield very specific actional insights. This seems like an excellent strategy.

Tnooz focuses on the travel industry, but this article on key priorities for travel brands has insight that is useful in ANY vertical.  The idea that companies to move past silo-based thinking and align with company-wide customer goals is valuable advice.   This is the cornerstone of the work that Jeanne Bliss does in building the CCO role.

Finally – not Customer Experience focused, but great thinking for industries like the one I’m involved in. The World needs more modest, linear-growth based companies , so says DHH at  Signal vs Noise. I agree, it’s really easy to spend time looking for silver bullets that create hockey stick growth, but there is as much value in getting better one percent at a time, and growing sustainably as a result.

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.