Every time I am doing a Q&A post a keynote, I get this question. Every. Time. This, and the “how do I get my CEO on board?” We’ll cover that another day. Back to the topic at hand of what makes a great customer experience? So, what is this thing called customer experience? Customer Experience …
Imagine this: you are super loyal to a hotel chain – think Marriott, or Hilton or IGH. You go for an extended stay at one of the hotel’s brands that has great reviews and you find: That you have been put in a different room type than the one you reserved. People fighting in all …
There’s a lot of talk these days about “interconnected” and “flawless” and “seamless” when it comes to a shopper’s experience. And frankly, we think that the people who are using terms like that are purposefully obfuscating the issue. Meaning: people try to make things really complex. And we do not believe it has to be …
What makes a customers shopping experience seamless– three key steps Read More »
How you treat your customers and how you are perceived in the marketplace is essential to your company’s success. The key to winning is Customer Experience. Excellent Customer Experience equals happy customers, happy customers equal loyal customers and customers who are happy with and loyal to you will spread the word that your company is …
Do you want to close the gap between what you have promised your customers in your Customer Experience strategy and what is actually being delivered by your company? If your answer is yes, you are talking about Customer Experience Management (CEM). There are so many questions that I get asking me to explain what Customer Experience …
When it comes to health care, how to measure a patient’s experience is tricky. It isn’t as simple as measuring the experience someone has when shopping. And oftentimes, when we are dealing with our health, we bring an elevated emotional state into the experience. Health can be scary. And health care can be frustrating. Patient’s …
Although people have been talking about Customer Experience for almost 20 years now (where does time go?!?) – one of the questions I get asked the most is simply: What is Customer Experience? Our Definition: Customer Experience is the sum of all interactions a person has with a brand over their lifetime. It is big. …
Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz, CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Annette’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, charged with designing and …
Great Recession Learnings That Can Be Applied to Your Post-Pandemic CX Read More »
We’re seeing some really beautiful things in these scary times. I’ve got a thread that has been running (and trending) on LinkedIn for about two weeks now. I’ve been focusing on big companies that are doing the right thing for their employees, their customers, and their communities. It is amazing how many companies jumped in …
Hi friends. I was all set to talk about how I create connectivity in this blog post, but I’m taking an about face to instead talk about the importance of #EX and #CX in times of uncertainty. Here’s a story from way back in 2008 for you. I was named the Chief Customer Experience Officer …
#CXandLOVE in a time of coronavirus and market instability. Read More »
