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What Amazon Prime Day Can Teach You About Customer Experience

by George Jacob on Jul 17, 2015

On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service.

And a few things went wrong.

So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity

Why Customer Centricity is a Lot Like Painting by Number

by George Jacob on Jun 18, 2015

A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. “Can’t you focus on everything at once?” he asked, paraphrased. “Because that worked for us.”

To which I replied, “Maybe” (only in more words).

Then I stumbled on an analogy, which was edited down so mercilessly it became unintelligible.

But I'm going to write about it in full today, dear readers.

So, I ask you: When you were a child, did you ever paint by number?

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Topics: Customer Experience, Enterprise Feedback Management, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Centricity

New Data Show Lack of Leadership Commitment to Customer Centricity

by Kate Feather on Jun 16, 2015

On your marks…

Let's start

The CX Feud!

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.)

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Topics: Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer Centricity

Customer Experience Best Practices: Empathy

by George Jacob on May 30, 2015

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support.

In customer experience management, those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.

So, let’s take a few minutes to remember why that work matters.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Customer Loyalty

Focus on One Thing at a Time in Customer Experience Strategy

by George Jacob on May 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do to ensure you achieve your overarching goals?

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Topics: Customer Experience, Enterprise Feedback Management, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement

What Do Customers Secretly Say About Your Customer Experience?

by George Jacob on May 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback.

But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

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Topics: Customer Experience, Voice of the Prospect, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Employee Engagement

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

by George Jacob on May 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April.

That number might seem shocking at first glance, but in terms of employee engagement strategy, it’s not so bad.

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Topics: Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement

How to Improve Customer Experiences (Without Getting Egg on Your Face)

by George Jacob on May 7, 2015

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again.

George. Why are you writing about egg toss? 

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

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Topics: Customer Experience, Voice of the Prospect, Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Sales Performance Management, Customer Loyalty

Customer Experience Strategies: The Impact of Working Together

by George Jacob on Apr 24, 2015

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right.

But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.

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Topics: Customer Experience, Voice of the Prospect, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software

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