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The Power of Wow Moments & CX Impacts
My Customer Experience (CX) obsession started when I received a package in the mail. I was not anticipating a box labeled, “To Stacy, From Stacy.”
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5 Ways To Use Social Media To Improve Customer Experiences
While the benefits of social media marketing may be common knowledge, business leaders don't realize and capitalize on social media as a useful source of "voice of customer" (VOC) data. Unstructured...
Are You Guilty Of 10 CX Mistakes?
Customer friction can be a key factor on why people will abandon a website, leave a store without buying, disconnect from a monthly service plan and more. In past articles,...
3 Actionable Lessons in DoingCXRight
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them...
Want To Advance Your Career? Get CX Certified.
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...
Mobile Apps Can Be A Brand Differentiator Unless UX Goes Wrong
"Apps convert 3x better than Mobile Sites," UNLESS there's a bad user experience (UX) which happened to me.
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Is Your Return Policy Seamless & Customer-Centric?
Return policies impact shopper experiences. Read the facts & learn 5 best practices you can do now to attract new customers and keep them loyal.
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Outside-In vs. Inside-Out Thinking
In the world of customer experience, what's the difference between outside-in and inside-out? Learn the difference and why it matters.
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NPS Survey Question – Should It Be First Or Last?
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...
How To Get “Voice Of Customer” & Apply Best Practices
Getting customer feedback is an essential part of conducting business. I’ve seen too many companies developing new products and features without asking customers directly what they want upfront, and then...
