Celebrate National CX Day

Did you know that tomorrow is National CX Day? Some of you may not even know what “CX” means or why there is a day for it. CX stands for “Customer Experience” and it has become an essential part of company strategies to win in the marketplace.

Like any Hallmark holiday, it is an excuse to celebrate but more importantly, it serves as a day to raise awareness of something important that impacts ALL brands.  Every employee, from frontline to back office, impacts customer experiences and their overall perception of the company. For this reason, it is a great day to recognize employees who demonstrate a commitment to servicing customers as well as let customers know how much you appreciate them. It is all part of creating a CX culture!

How brands can celebrate National CX Day (or make it a CX month)

  1. Leaders can send thank you notes to acknowledge employees who focus on DoingCXRight. Formally recognize those that go above and beyond to deliver great customer experiences.
  2. Throw a party and make it all about customers. Read their surveys out loud and celebrate the good ratings; collectively problem solve for lower scores. Do not let location be a reason not to celebrate. While in person is ideal, virtual meetings can be equally effective especially when leveraging video cameras.
  3. Partner with Marketing/ PR departments to raise awareness and commitment to CX. Leverage internal (i.e. company intranet) and external channels (i.e. social media) highlighting examples of how customers are valued by your brand. Use hashtags that your employees and customers could follow and reuse on social media channels to share stories with a larger audience.
  4. Encourage networking. Create opportunities for people to come together and share ways they contribute to the customer experience.
  5. Provide professional development to enable employees to increase their CX knowledge and apply best practices in their daily job. Take advantage of formal certification programs, attend events, such as RU-Disrupt, and online events offered by CXPA.

We are interested in hearing how your company celebrates on National CX Day as well as every day. If you like this article, please share with others so they can benefit. Sign Up for our newsletter to continue learning how to increase your skills and transform your organization! When you register now, you will get free access to our whitepaper on how to go from CX Novice to CX Expert.  

 

customer experience career tips

4 Career Tips for CX Professionals

In honor of the 4th of July, we have rounded up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate steps you need to advance to the next level. Continue Reading →

What Is Big Data and Why Should I Care?

What is Big Data and Why Should I Care?

Big data has become part of our daily language. We read about big data. We see companies that are “experts in big data.” LinkedIn is filled with big data engineers and analysts. But what is big data, where did it come from, and why is it widely available now when it wasn’t ten years ago?

Big data is actually exactly what it sounds like. Big. Data. It is comprised of an enormous amount of 0s and 1s that carry all kinds of meaning. The volume and complexity of the data sets is so large that the Excel or Access analytical tools that we are used to no longer allow us to understand or manipulate the data. Big data is not new. It has always been available.

The big news about big data is that, now, the data no longer needs to be structured in order to be analyzed (read: less work for all of us to “prep” the data for analysis) and it is available real time vs. in weeks (read: no more need to schmooze your IT contacts to run a report for and send it a week later). I remember the days when I was in the banking industry and needed to analyze a set of trades within a month. It would take a week just to find who to talk to, build the relationship, explain what I need, and then another week to get my answers.

All of this inefficiency has been eliminated. Now, we have access to a real-time, friendly system that can answer questions about transactions as they happen. The enabler for all of this is new data storage options. In the past, it was impossible to store data in a flexible way. With the current advancements, that is now possible, making big data widely available.

This is the baseline answer to the “what is big data” question. Josh Ferguson, CTO of Mode Analytics, dives deeper to explain. “Big data is the broad name given to challenges and opportunities we have as data about every aspect of our lives becomes available. It’s not just about data though; it also includes the people, processes, and analysis that turn data into meaning.” In other words, just because we have more data, does not mean we have all the answers we need.

It is necessary to derive insights and information from the data. This is where most companies fail. They aggregate more and more data and never operationalize it. Sometimes they do not even report it. So much data is sitting dormant across all industries because there is no one engaging with it in an analytical way. Consider airlines and kiosk data. Airlines collect performance/usability data (how many days/hours the kiosk was working and/or was used), usability/UX data (which screen of the interface gets abandoned by the customer and how often), and a variety of transaction data (how quick was the kiosk response when people engaged with it). Does this data help airlines on its own, even if the data was collected for 12 months? Absolutely not.

Here is why this matters for customer experience professionals: because we can be the masters of data and control the insights and the messaging that comes from the insights. As customer experience leaders, we can recommend which kiosks should be REMOVED from the system because they barely get used (i.e. save total costs). We can build a dynamic maintenance contract to have maintenance performed only AFTER a certain usage number is reached vs. a static every 3 months maintenance cycle for all kiosks (i.e. lower maintenance costs). Consider how we can use insights that show when customers drop off. Finding that information allows a CX expert to fix the problem and increase the self-service conversion. That means more savings for the company! If a company has service agreements with partners, transaction speed data makes it possible to manage those SLAs much better. In other words, big data with the right critical thinker on top is a source of immense power and leverage. And that is why we should all care about big data.

So, the next time one of those companies approaches your organization saying it will empower your data, ask them who will be extracting the insights from that power, and make sure to build an in-house team of very smart people who can do the magic for you. Once that is set up, start asking good questions and fuel the engine of competitive advantage you can build with big data!

Learn more about Big Data

Rutgers University is offering a deep dive class on Big Data that gives you more of the tools you need to capitalize on this powerful resource. They have been kind enough to offer DoingCXRight readers 20% off the cost of the class. Sign up here to grab your discount and connect to the class.
*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.
Expert interviews About Doing CX Right

Expert Interviews on DoingCXRight

One of the reasons we launched our blog is to build a community of people who are passionate about Learning and DoingCXRight. While we have been writing articles weekly from our perspective, as we “live and breathe” CX in our jobs every day at Verizon and JetBlue, we know there is tremendous value in hearing other professional views too. That is why we are excited to announce the upcoming launch of CXCoffeeTalk, where we will feature interviews with CX professionals and Customer Experience authors across different industries. They will share expertise on important topics such as:

  • Where should CX sit in an organization?
  • What are essential customer experience skills for a career in CX?
  • What are the ideal ways to measure CX?
  • And more on how to do CXRight.

Don’t miss out on valuable knowledge sharing. Sign up to get updates on our official launch of CXCoffeeTalk as well as receive ongoing ‘How To’ tips on DoingCXRight delivered to your email inbox.

 

 

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

the customer experience effect jetblue liliana petrova

Keep The Customer In Focus For 2018

In her latest post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, our own Liliana Petrova explores how to combine innovation and knowledge of human behavior to keep the customer in focus at the same time CX professionals are developing new strategies.

Read more and watch the video.

 

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

 

the customer experience effect jetblue liliana petrova

What Did We Learn About CX In 2017?

In Post 2 of Liliana Petrova’s series on CX lessons learned and best practices for the new year on JetBlue, she explores the importance of “keeping the human touch” when implementing CX innovation tools.

Head over to Into the Blue, the JetBlue blog, to learn how to keep the human touch, and create better human connections.

 

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

 

the customer experience effect jetblue liliana petrova

What Will CX Look Like in 2018?

The JetBlue blog features Liliana Petrova in a new four-part series on Customer Experience that collects the 2017 customer experience lessons learned and charts the course for customer experience that delivers technology solutions in new and innovative ways in 2018.

Read Part 1 of the series and join us for more, over the next four weeks as we prepare for the new year.

Image courtesy of JetBlue

 

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

Liliana Petrova

From Pain Points to Magical Moments: Transform the Customer Experience

Argyle Journal recently interviewed customer experience professional (and Doing CX Right writer) Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports.

Liliana brings out a point that is integral to all technology-based customer experience solutions, namely that “[w]e want to create something that feels like magic, without breaking any foundational rules.”

Of that magic and the quest to create it as part of customer experience, Liliana explains, “[i]f there is a way to create a seamless and invisible experience, we want to find a way to get there.”

Read more about how she and her team are working to do so.

Play the audio below to hear Liliana speak about the magical customer experience.

 

 

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

doing cx right, doing CEX right

Meet Doing CX Right

Are you passionate about Customer Experience (CX)?

Are you confused about where to begin transforming your organization to be more customer-centric? Are you wondering if you should even do this transformation or if Customer Experience is just another buzz word that will disappear in a few years? Are you a start up that has reached a point where your sales representatives have become complaint agents, and you do not know how to scale to gain repeat happy customers?

If you have asked yourself these and related questions, then you have come to the right place. We are two thought leaders, who are passionate about everything CX and have much to share given over 15+ years of experience. (Learn about us Here.) Our goal is to provide readers with relevant and actionable information, as well as foster a community for continued knowledge sharing.

While we don’t know where this journey will take us, we are committed to making a difference and excited to publicly launch today, October 3, 2017, also known National CX Day. We look forward to your feedback as “Voice of the Customer” matters in everything we do.

 

 

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.