I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To be effective and acquire actionable insights, questions must be designed with best practices applied. I also recommend a “test & learn” approach. Continue Reading →
Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of measurement and best practices to drive company success. I am passionate about this topic knowing that Customer Experience (CX) provides a competitive advantage. It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.” Continue Reading →
Some companies consider investing in Customer Experience (CX) as an afterthought, while other brands dedicate resources towards creating customer excellence. They purposely allocate budgets to building and expanding a CX team, measuring customer satisfaction every day and related KPIs, and closing the loop to fix identified customer pain points. Continue Reading →
Getting Voice of Customer (VOC) feedback is an essential part of conducting business. I’ve seen too many companies develop new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch. Continue Reading →
There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do” but rather a “have to do” to win in a competitive marketplace. Continue Reading →
According to Forrester, “84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX.” Having worked in the field and studied Customer Experience topics for many years, I understand why and have some solutions to be truly customer-centric and not just say it. Continue Reading →
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly. Continue Reading →
Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus hinder them. Continue Reading →
A customer journey map is a simple concept: it is a diagram that shows the steps customer(s) go through when interacting with a company, such as shopping online, visiting a retail store and other experiences. The need for journey maps become more important as the number of touchpoints increase and get complex. Continue reading “Customer Journey Map. What is it? Why Do It? (Part 1)”
Mobile applications have changed the way people shop and buy. Consumers love apps for convenience and unique features, while companies benefit from the ability to easily engage with people and reward loyal customers. A great example of this is
Design is a key differentiator when creating products and customer experiences. While price matters, it is not the only criteria and sometimes irrelevant when making purchase decisions. As an example, I recently bought Continue reading “Design Is A Competitive Differentiator”
The number of digital buyers continues to rise every year. “In 2017, an estimated 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to 2.3 trillion U.S. dollars, and projections show growth of up to 4.48 Continue reading “User Experience Matters”
Not too long ago, consumers had to drive to a retail store in order to buy and get a new product or service. The launch of E-commerce has significantly improved shopper experiences offering more convenience, time savings, expanded product choices Continue reading “E-commerce and Doing CX Right”
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is that business teams focus on single parts of the customer journey instead of taking a Continue reading “How To Take CX To A New Level”
It is not a coincidence that innovative companies like Disney, Apple, Zappos, and Amazon are leading brands. They share in common a priority on creating exceptional experiences and ensuring satisfaction at every point of the customer journey. They also Continue reading “Top Traits of Customer Experience Leaders”
What is company culture, why is it important and how does customer experience play a role? According to Webster, it is “the set of shared attitudes, values, goals, and practices that characterizes an institution or organization.” Culture is very important because it Continue reading “How To Infuse CX Into Company Culture”
As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product Continue reading “CX Lessons From My Experience At The Apple Store”
Considering it is less expensive for companies to keep a current customer than to acquire a new one, it is essential for businesses to deliver exceptional support at the moment people need it. While providing help is not a novel concept, many brands fail to do it Continue reading “Make It Easy For Customers To Get Help”
Most people enjoy receiving gifts on their birthdays. They get a sense of joy when their favorite brands give them monetary awards. It is a smart business strategy that builds brand loyalty but only if done authentically and without requiring customer actions Continue reading “Delight Customers Without Strings Attached”
Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for Continue reading “The End Of The Customer Journey Matters Just As Much As The Beginning”
No company is perfect. It is inevitable that employees will make mistakes. The impact on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. I recently encountered a situation, which in the end Continue reading “How To Turn Mistakes Into Positive Customer Experiences”
Loyalty programs are a great way for companies to motivate people to return and buy again and again. Customers will continue subscribing or purchasing especially when they can earn points that are redeemable for products and services they perceive as Continue reading “An Important Lesson In Retaining Customers”
There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey
Continue reading “Satisfaction Is Based On An Entire Experience, Not A Single Interaction”
Online shoppers often determine which stores to buy from based on their understanding return requirements upfront. According to UPS consumer surveys, “66% of shoppers review a retailer’s return policy before making a purchase. 15% abandon a cart when Continue reading “An Unexpected Driver Of Customer Purchasing Decisions”
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal education program can accelerate one’s knowledge. Earlier this year, I began exploring academic programs that would expand my understanding of CX best practices as well as provide an opportunity to meet people across different industries who have instituted successful customer-centric programs at their workplace. After evaluating different schools, I ended up attending Rutgers University. Having completed the course and received my certification recently, I can confidently recommend Rutgers for several reasons:
- The class content is very relevant and applicable. Students gain access to helpful tools and templates that they can bring back to their jobs to make an impact.
- Classes are taught by top executives and leaders with CX expertise. The speakers all share meaningful examples that reinforce various lessons around developing personas, journey maps, use cases, measurement, culture and more.
- The program offers much flexibility. People can take the course online or offline in a classroom setting.
- It is a real, university-backed program – not a seminar or conference.
If you are interested in learning more about my personal experience with the program, feel free to contact me at: email@example.com. If you have detailed questions about the course and want to sign up, visit Rutgers’s website: >here.
We got our readers a 20% discount off the total tuition cost for the CX course as well as three other courses: Cyber Security, Design Thinking, and Big Data. Simply join our free blog to grab the promo code to save during program registration. We look forward to hearing from you.
*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 smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was reminded of this recently when purchasing at a large department store. Upon bringing my new clothes to the cashier,
We all interact with companies when shopping for products and services. Sometimes we talk to representatives in person, such as at a retail store, while other times we chat online or call customer care. Regardless of where the interaction occurs, Continue Reading →
We’ve all interfaced with companies as we shop for products and services. Sometimes we talk to representatives in person, such as at a retail store, while other times it may be through an online chat or call into customer care. Regardless of where the interaction occurs, each conversation can make or break a company’s image and affect the Continue Reading →
My passion for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating a large box to be delivered, especially with a label that read “To Stacy, From Stacy.” Continue reading “DoingCXRight Means Delivering Unexpected Customer Value”