Doing CX Right Blog

Personas & Journey Mapping
Make It Easy For Customers To Get Help

Make It Easy For Customers To Get Help

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 effectively causing shoppers unnecessary frustration and dissatisfaction. I recently encountered a situation that demonstrates this point.

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The End Of The Customer Journey Matters Just As Much As The Beginning

The End Of The Customer Journey Matters Just As Much As The Beginning

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 companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.

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Satisfaction Is Based On An Entire Experience, Not A Single Interaction

Satisfaction Is Based On An Entire Experience, Not A Single Interaction

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 is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return. 

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