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’ve had a lot of on the job and academic training over the years (before CX was even an acronym), I continue to learn from inspirational people. I’m happy to share a sample of some of my favorites as they’ve impacted me in small and big ways. The list continues to grow. I will share more in 2020. 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.
P.s. Classes fill up quickly. I suggest you sign up now with the option to pay later.
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”
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 →
Welcome To DoingCXRight.
- Passionate about Customer Experience (CX)?
- Confused about where to begin transforming your organization to be customer-centric?
- Wondering if you should drive transformation or if Customer Experience is another buzz word that will disappear in a few years?
- A start-up that’s reached a point where sales reps have become complaint agents?
- Unsure how to scale to gain repeat happy customers?
If you’ve answered yes to any of the above questions…
then you’ve come to the right place. I am a thought leader, passionate about everything CX and have much to share given 20+ years of experience (Read bio here). My goal is to provide readers with relevant and actionable information, as well as foster a community for continued knowledge sharing.
While I don’t know where this journey will take me, I am committed to making a difference and excited to publicly launch today, October 3, 2017, also known as National CX Day. I look forward to your feedback as “Voice of the Customer” matters in everything we do.