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Stop Getting in the Way of Customer Experience [and a Free Assessment]

by George Jacob on Jan 29, 2015

I found a fun subreddit yesterday. It’s called Desire Path. It’s a collection of well-worn paths, typically made by people cutting corners or avoiding obstacles.

I’ve been laughing about the silent democracy of it all. And I’ve been thinking about how a simple path says a lot about good customer experience and design.

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Topics: Customer Experience, Closed Loop Feedback, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Happier Customers

How Customer Experience Depends on Listening and Responding

by George Jacob on Jan 20, 2015

I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn't seen in a while, and we were catching up.

He mentioned his recent wedding, and how a mutual colleague officiated. (We'll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular. One that's stuck with me.

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Topics: Customer Experience, Customer Feedback, Voice of the Customer, Make Customers Happier

Customer-Centric Cultures Don’t Just Happen

by George Jacob on Jan 14, 2015

In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Cx Culture Navigator, Customer-Centric Culture

Meet Your Customer Experience Goals: A Four-Step Guide

by Kate Feather on Jan 12, 2015

Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit.

Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy.

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Topics: Customer Experience, Customer Experience Leadership, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Make Customers Happier

How to Start Collecting Customer Data

by Kate Feather on Dec 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals.

You have the green light to start to ask customers for feedback!

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Topics: Customer Experience, Methodology, Customer Feedback, Customer Experience Strategy, Voice of the Customer

What Video Games Can Teach You About Customer Experience

by George Jacob on Dec 9, 2014

Okay, for the impatient, here’s the answer: Flow and Design.

Great. That was easy.

Still here?

Alright then. Let’s dig in.

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Topics: Customer Experience, Closed Loop Feedback, Retaining Customers, Customer Experience Strategy, Voice of the Customer, Happier Customers

Four Cool Ways to Cement Customer Trust

by Kate Feather on Dec 5, 2014

"Trust is the glue of life... it's the foundational principle that holds all relationships."  

- Steven Covey

 

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Topics: Customer Experience, Voice of the Prospect, Engaged Customers, Customer Experience Strategy, Voice of the Customer

The Future of Brand and Customer Experience (Part 2 of 2)

by George Jacob on Nov 20, 2014

This is the second installment of a two-part series. The first installment, A History of Brand and Customer Experience (Part 1 of 2), can be found here. Last time, we explored the history of brand and customer experience. And we established our opinion that it's in your best interest to consider them the same thing.

 

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Topics: Customer Experience, Voice of the Prospect, Brand, Close More Leads

How to Create a CX Moat: Lessons from the Spotify and Uber Partnership

by Kate Feather on Nov 18, 2014

Disruption and change is everywhere.

A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or more engaging experiences.

Those at the top of the heap rarely spend time looking down– imagining themselves in the Wasteland of the Obsolete. Instead, they read their raving reviews, count their star ratings, fuel their buzz, watch their numbers grow. And they feel invincible.  

But then again, the mighty tumble.

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Topics: Customer Experience, Customer Experience Strategy, Make Customers Happier

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