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.
- Implementing an NPS program in five easy steps – this one was appropriate for me as I’m working through this project right now. I’ve done it before, but there are some timely examples included in this article.
- Onboarding is a critical part of your customer journey, get it wrong here and customers will walk every time. This article from AppCues gives you some great examples of checklists that will help you get customers engaged early. I particularly like the Evernote and Quora approaches to onboarding.
- Regular readers will know how passionate I am about Customer Journey mapping – and ensuring that you capture customer emotion alongside the journey steps is critical. Mareli Smit explains why over at Customer Think.
- Virtual customer assistants – a future looking blog post over at Information Age. I’m spending a lot of time thinking about how to leverage AI and Chatbots to build the Customer Experience of the future. For me, it’s important not to think of this new technology as a replacement, but an augmentation of the experience.
What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.