While there are many ways to create positive emotions to fuel brand trust, loyalty, and referrals, customer satisfaction starts with employees first. When employees are genuinely happy, it transfers to customers regardless of industry or location in the world. I know this first hand having worked at Global companies for over 20 years and from interviewing people during my business and personal travels. There are few individuals that stand out from my recent trip as they reinforce what I always say: People make the difference and serve as a brand differentiator.
People often ask me for advice on how to increase their CX skills. They want to understand more about the customer experience field and proven methodologies to differentiate their brands. While I mentor them, I also share additional ways to learn. I’m confident you’ll find value from my list too. (Sorry for any I left out as there are so many inspirational people in the CX field. I’ll add you to my 2020 list.) Continue Reading →
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 CX certification program can accelerate one’s career.
Consequently, I decided to take my customer experience knowledge to the next level. I explored a variety of programs that would expand my understanding of CX best practices and teach me new methodologies. I ended up picking a few different online and classroom led courses for CX, Big Data and Design Thinking. Contact me at any time if you want more information about my experiences and recommendations for certification classes.
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I’ve been able to get DoingCXRight readers a 20% discount for the CX course as well as other university-based programs. Simply subscribe to my blog to immediately receive the promo code, which you can use any time during class registration.
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It boggles my mind when great brands make bad decisions that directly impact customer experiences. I 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 →
In my recent article, I wrote about “WHAT Is A Journey Map and WHY Create One?” Once you understand the importance, you may be wondering HOW to get started and improve your CX skills. If you are interested in learning more, you have come to the right place. Continue Reading →
A customer journey map is an important concept. Many people do not fully understand what is it and why create one. To keep it simple, a journey map is merely a diagram that shows the steps customer(s) go through when interacting with a company. It is common to interact with companies in multiple ways such as shopping online and visiting a retail store. The need for a journey map becomes most important as the number of touchpoints increase and when the customer buying path gets complex. Continue reading “Customer Journey Map. What is it? Why Do It? (Part 1)”
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”
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.
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 →